Laboratory Technical Consultant

This is a fully remote position, open to applicants in Australia.

📋 Description

• Address and respond to customer inquiries and support tickets in a courteous, professional, and timely manner by leveraging experience, knowledge base, customer records, and traces for effective troubleshooting.

• Record support calls in the internal system (CRM) and manage unassigned tickets received via email, web, or phone.

• Develop and implement connectivity solutions for clients and business partners utilizing Data Innovations software.

• Offer advanced support and guidance from the pre-implementation phase through post-live support to maximize the benefits of the company’s software solutions.

• Provide training and education to customers and business partners on the company’s products and solutions.

• Cultivate and maintain an advanced understanding of the functionality and use of the company’s software products and their associated modules.

• Foster strong professional relationships with key customers, business partners, and industry peers through regular meetings and interactions.

• Effectively carry out project plans to completion for assigned service implementations.

• Manage and accurately log time spent on assigned projects and tasks, ensuring adherence to utilization goals set for the position.

• Collaborate with other departments within the company to ensure operational readiness for new software releases.

• Serve as escalation support for the company’s customer support and sales teams.

• Proactively communicate customer concerns to management and team members as appropriate.

• Document and provide project status updates to all relevant stakeholders responsible for the service activity.

• Stay current on all product releases and updated features.

• Conduct demonstrations and presentations of the company’s products and solutions to customers.

• Actively engage in tradeshows, workshops, and educational events as required.

• Perform other related duties as assigned.

⛳️ Requirements

• A minimum of an associate’s degree in business management, Computer Science, or a related field, along with at least 3 years of relevant work experience, OR at least 5 years of related work experience in service implementations, technical services, project management, or clinical laboratories.

• Proficient knowledge in most of the following areas: laboratory instrument interfacing, laboratory information system analysis/management/administration, TCP/IP Network troubleshooting, Server Log Analysis, Microsoft Windows Server, VMware Virtualization, Serial device connectivity, Network Device Services, and InterSystems Cache/IRIS Administration.

• Strong communication skills (both written and verbal), including the ability to convey technical concepts to individuals with varying levels of technical expertise.

• Exceptional interpersonal and presentation skills.

• Outstanding analytical and problem-solving abilities.

• Proven knowledge of, and capability to execute, project management principles.

• Willingness to meet travel requirements—up to 20% travel may be necessary, including possible travel during evenings and weekends.

🏝️ Benefits

• Must pass an initial background check and drug screening, along with any subsequent background checks, drug screenings, and vaccination requirements as mandated by customer contracts.

• Must adhere to the company’s vaccination policy.