Specialist I, Software Technical (MT/MLT) - Remote (Harvey,IL)

Sysmex America


We currently have a great opportunity available for a Software Technical Specialist I. The Software Technical Specialist I is part of a multidisciplinary team with a mission to implement and support Sysmex health IT products. The Software Technical Specialist I has experience and background in both the laboratory environment and the IT environment. The Software Technical Specialist's first mission for the support team is to provide professional customer service to existing WAM customers, focusing on customer satisfaction and first time fix. WAM is a middleware software platform that enables auto validation, drives automation and provides flexible workflows. The second mission is to provide post go-live support for training, parameterization, and testing.
Essential Duties and Responsibilities:

  1. Provide professional customer support and software technical services to Sysmex WAM customers resulting in problem resolution. Provide customer follow up and callback for reported issues in a timely manner. Capture full documentation of all calls utilizing the SAI CRM with appropriate codes to ensure accurate history for reporting trends and corrective actions.
  2. Provide guidance and phone training to customers in regards to workflow issues and WAM application.
  3. Monitor the email inbox for change requests and handle appropriately, escalating as needed and performing. Notify customer of the installed change, assist in testing and troubleshoot until the change is ready for the LIVE system. Complete all proper documentation.
  4. Investigate, reproduce and document customer problems so that the issue is packaged for the developer to investigate and resolve.
  5. Follow all requirements of ACD Call Center Software logging in/out appropriately, making good use of not ready codes, etc.
  6. Perform quality assurance testing on new developments.
  7. Assist with sales related activities as needed.
  8. Other duties and projects as may be assigned.

Qualifications - Associates degree required and 1 year Clinical Lab or LIS experience required. - Bachelors Degree preferred. - LIS and Middleware experience a plus. - MLT preferred. - 3-5 years of related experience. - Strong written, verbal, and non-verbal communication skills - Advanced communication skills - Proven strong leadership skills - Strong attention to detail Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of sex, sexual orientation, gender identity, color, religion, national origin, disability, protected Veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Associated topics: c++, c#, developer, devops, matlab, programming, python, sde, software engineer, software programmer

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