Essential Functions and Responsibilities:
- Resolve and respond to customer requests, support tickets in a polite, professional and timely manner using experience, knowledge base, customer files and traces for troubleshooting
- Log support calls into internal system (CRM) and handle unassigned tickets submitted by email, web or telephone
- Design and implement connectivity solutions for customers and business partners using Data innovations software
- Provide advanced level support and guidance from pre-implementation through post-live support to ensure maximum benefit from the company’s software solutions
- Provide customers and Business Partners with appropriate training and education on the company’s product and solutions
- Develop and maintain an advanced level knowledge of the use and functionality of the company’s software products, and its associated modules
- Maintain strong professional relationships with strategic customers, business partners and industry colleagues through regular meetings and interactions
- Successfully execute project plans through their completion for assigned service implementations
- Manage and accurately track time spent on assigned projects and tasks and meet utilization goals established for the position.
- Work collaboratively with other departments within the company to ensure the company’s operational readiness for new releases
- Act as and provide escalation support for the company’s customer support and sales teams
- Ensure customer concerns are proactively communicated to management and team members as appropriate.
- Document and deliver project status updates to all necessary individuals responsible for the service activity
- Responsible for keeping current on all product releases and enhanced/modified features
- Perform demonstrations/presentations of the company’s products and solutions to customers
- Actively participate in tradeshows, workshops and educational events as needed
- Perform other related duties as assigned
Requirements
Knowledge, Skills, and Abilities:
- Working knowledge of a majority of the following: 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 (written and verbal); including ability to communicate technical concepts to people of varying levels of technical competency
- Excellent interpersonal and presentation skills
- Excellent analytical and problem-solving skills
- Effectively manage multiple priorities under constant deadlines and in potentially stressful environments
- Self-motivation and ability to successfully work independently
- Ability to deliver and portray the Company’s solutions in a positive and professional manner
- Effective ability to teach and instruct peers and clients
- Demonstrated knowledge of and ability to execute upon the principles surrounding project management
- Ability to meet travel requirements – up to 20% travel required, which may include travel outside of normal business hours – including evenings and weekends
- Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts
- Must comply with company vaccination policy
- Ability to follow DI’s policies and procedures
Education and/or Experience
Minimum associate’s degree in business management, Computer Science or related field and at least 3 years of related working experience OR at least 5 years related working experience with service implementations, technical services, project management or clinical laboratories. Alternatively, a combination of education and experience where comparable knowledge and skills can be obtained.
Physical Requirements/Working Conditions:
While performing duties of this job, the employee is predominantly functioning in a sedentary office position with high
frequency of keyboarding, and computer use. This position will also have travel requirements to customer sites; must be able to tolerate conditions associated with traveling and working in a laboratory setting.
Preferred skills and experience:
In addition to the above requirements, the ideal employee/candidate will have experience with the following:
- Working knowledge of Clustering and Backup Solutions
- Experience using Data Innovations’ products/services
- Working knowledge and understanding of Laboratory Information Software, IVD instrumentation and laboratory workflows
- Previous consulting experience
- Certification in Project Management
- Experience conducting adult education training courses
- Proficiency with Microsoft Office and SharePoint applications
Supervision Level
This person reports directly to either Manager of Technical and Professional Services.
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