Technical Support Specialist I (Hybrid)

Summary / Objective

Technical Support Specialist I will provide technical support in an enthusiastic and professional manner. Perform operator training both on-site and in-house, on-site service and sales support as requested. Maintain accurate records for all customer contacts including account, contact, and case records in the CRM database. Provide timely and accurate entry of sales orders and RMA's for service parts. Take ownership of all assigned customer inquiries to ensure resolution of issues.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide prompt and courteous responses to customer inquiries, issues, or application questions. Transfer unresolved hardware issues to appropriate field service staff. Take responsibility for satisfaction of the customer through ownership of customer issues through resolution.
• Follow procedural work instruction and standard operating procedures for the support department including but not limited to : Technical Support, CRM documentation, Sales Order entry, RMA entry, HIPAA Security.
• Provide education to customers that will allow them to use MGC Diagnostics products in an efficient manner.
• Responsible for service and support revenue generation including : Referring potential support agreement sales opportunities to UCSA sales team and new system leads to field sales representatives, quoting and pursuing software and hardware upgrade sale opportunities, quoting and pursuing software option sales, quoting annual preventive maintenance on systems where preventive maintenance is due and quoting professional services.
• Responsible for attending product, procedure and process in-services as designated by management.
• Responsible for maintaining proficiency in supporting new and existing products. These responsibilities include reading and comprehending manuals, product bulletins, data sheets, training materials and articles as they are released on new and existing products.
• Technical support personnel will maintain close interface with professional services, quality assurance, training, marketing, product management, software engineering, hardware engineering, service, and validation staff to successfully support new products and software and share customer issues.
• Provide technical support to MGCD Sales and International Partners. This support includes general applications questions and / or product demonstrations, development of sales support materials, development of sales and customer training programs, and all other sales support related projects assigned.
• Provide management with timely reports on recommendations, progress, and concerns. Become knowledgeable of accounts and alert management to any potential concerns.
• Accept other responsibilities as assigned.
• Complete training as identified by standard operating procedures and procedural work instructions.
• Regular attendance is an essential job function.
• Follow all company policies and procedures relating to confidential propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement.

Competencies / Success Factors

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Travel

Very limited travel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Required Education and Experience

Preferred Education and Experience

Additional Eligibility Qualifications

None required for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

MGC Diagnostics is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.