Technical Support Specialist – Systems

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

📋 Description

• Deliver high-level technical assistance through phone, email, and web channels for instrumentation systems.

• Diagnose intricate hardware, software, and connectivity challenges.

• Gather and document comprehensive information regarding instrument-related issues.

• Execute root cause analyses and replicate issues whenever feasible.

• Carry out advanced data evaluations and systematic troubleshooting processes.

• Explore and resolve technical issues faced by customers that impact instrument performance and system availability.

• Prioritize urgent cases to restore system availability for both customers and patients.

• Offer remote assistance and participate in on-site customer engagements as required.

• Share knowledge across systems and contribute to the learning of the team.

• Assist in updating the knowledge base.

• Guide less-experienced Technical Support team members.

• Help with training initiatives to enhance team capabilities.

• Report to the Customer Care Manager for Italy/Portugal as part of the Technical Customer Support team.

⛳️ Requirements

• Bachelor’s degree (or equivalent experience) in Engineering, Electronics, Biomedical Engineering, Life Sciences, Clinical Laboratory Science, Laboratory Technician or a related discipline.

• Several years of pertinent experience in providing technical support for medical devices, diagnostic instrumentation, laboratory systems, or within a clinical laboratory setting.

• 2–3 years of experience in healthcare/biomedical sectors, specifically dealing with Medical Devices in the region.

• Understanding of the diagnostic market.

• Familiarity with molecular diagnostics and laboratory workflows in both clinical and research environments.

• Proficiency in resolving complex hardware/software issues related to laboratory instruments, encompassing mechanical, electronic, and firmware challenges.

• Background in a regulated medical device or diagnostics setting.

• Competence with computer systems and networking, including Windows OS, LIS integration, and basic networking protocols.

• Willingness to travel 15% within Europe, and occasionally outside of Europe.

• Experience with CRM or complaint management systems is advantageous, including Salesforce.com or similar platforms.

🏝️ Benefits

• Comprehensive health care program.

• Paid time off.

• 8€ meal voucher for each day worked.

• Mandatory national insurance (Fondo Est).

• Supplementary health insurance (Previass II) providing full coverage for employees and their family members.

• Internet reimbursement.

• Home Office reimbursement.

• IT peripherals reimbursement.

• Flexible remote working arrangements.