Here at Hologic, it is our purpose to enable healthier lives everywhere, every day. We are driven by our passion to become the global champion for women’s health. We achieve this by fulfilling our promise to bring The Science of Sure to life.
As a member of the Technical Support team, the Diagnostic Technical Support Specialist II, will be responsible for supporting external and internal customers for our Cytology products via phone, e-mail, chatter, and web. You will provide remote support, troubleshooting and issue resolution for Hologic customers to facilitate the successful use of Hologic products. You will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize Hologic equipment uptime as well as facilitate them meeting their safety and regulatory compliance goals.
Summary of Duties and Responsibilities:
- Provide technical support and service for Hologic’s customers via phone, email, chat and web interactions.
- Perform troubleshooting and diagnose technical problems through remote diagnostic support.
- Deliver consistent, high quality and responsive support to external and internal customers.
- Take ownership of reported issues by being empathetic to the customer’s needs.
- Set expectations and manage reported issues through to their completion while providing regular status updates to the customer.
- Document, track and manage all support requests, communications, and actions in the CRM system.
- Follow established support processes (e.g., problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences.
- Escalate issues to the appropriate resource to ensure timely resolution.
- Collaborate with other team members and departments to facilitate the problem resolution.
- Recommend the dispatch of Field Service Engineers for issues which cannot be resolved remotely.
- Maintain a current and requisite knowledge level for your supported products.
- Attend training and self-study to acquire, maintain and improve job skills.
- Perform other duties and projects as assigned, to meet company and department objectives.
- Identify and embrace opportunities for continuous improvements.
- Adhere to the Company’s quality and regulatory compliance requirements, without exception, and ensure that all job duties inherent in the position description are performed in accordance with established policies and procedures.
Qualifications:
- Working experience and knowledge of customer support work processes and best practices needed to deliver great customer experiences.
- Ability to be flexible with business shift hours from 7:00 AM through 7:00 PM EST.
- Must be able to work in call center environment.
- Excellent customer service and interpersonal skills.
- Technical abilities supporting or repairing electro-mechanical instrumentation.
- Excellent verbal and written communication skills and the ability to convey complex information and procedures to our customers.
- Demonstrated track record and passion for understanding and addressing customer needs.
- Strong analytical and problem-solving skills.
- Must possess the ability to work independently to resolve reported or discovered product issues.
- Highly organized and detail oriented.
- Strong follow-up skills with a keen eye towards driving issue resolution.
- Proven ability to multi-task, work under pressure, adapt and thrive in a fast-paced environment.
- Strong knowledge of CRM tools such as Salesforce and ACD/phone systems such as Nice InContact.
- Proficiency in Microsoft Office Products including Outlook, Word, Excel and PowerPoint.
Education:
- Preferred college degree in a technical discipline such as computer science, electrical/electronic/biomedical engineering, or an equivalent blend of education and experience in a fast-paced technology environment
Experience:
- A minimum of 4 years related job experience is required in a customer, technical, or field support role with at least 2 years spent in a technical support capacity for complex software applications or medical devices
Additional Details:
(Including Physical and Mental requirements)
This position requires the ability to maintain consistent and timely attendance for assigned support shifts. Also, requires the ability to work a full-time schedule with flexible work hours for assigned support shifts and including select holidays as well as after-hours support.
The annualized base salary range for this role is $62,500 to $97,800 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.
Agency And Third Party Recruiter Notice
Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.
Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.
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