Diagnostic Instrument Support/ IT Support Specialist
Post Date Oct 01, 2018
At Hologic, we’re an innovative medical technology company that enables healthier lives everywhere, every day. We are also a company that prospers and grows, which is why we’ve been able to expand our offerings to empower even more people and champion women’s health
What powers our growth across Breast & Skeletal Health, Diagnostics, GYN Surgical and Medical Aesthetics Solutions is also what differentiates us: the exceptional and clinically proven capacity of our products to detect, diagnose and treat illnesses and other health conditions earlier and better. This clinical superiority creates high expectations, which we fulfill by continually challenging ourselves to improve health through better technology, education and market access.
None of this would be possible without the talent and passion of our employees. Together, our expertise and dedication to developing and sharing more robust, science-based certainty drives our global presence and a promising pipeline that responds to the unmet health and wellness needs of women, families and communities.
While we focus on women’s health and well-being, we are committed to having an even broader benefit on the world. Together, we advocate for better health and wellness through solutions that provide ever greater certainty and peace of mind.
We are currently seeking a **Technical Support Specialist** who will provide phone and email support to both internal and external customers including troubleshooting issues with Hologic’s molecular diagnostics products and technology. The position may be office-based in our Technical Support call center in San Diego, or home-based in the East Coast.
**Essential Duties and Responsibilities**
_The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs._
+ Provides customers with first- and second-tier support for LIS and network connectivity, including remote diagnostics of Hologic platforms via telephone, email and on-site, as needed.
+ Performs troubleshooting and resolves issues such as Hologic platform not connecting with customer’s LIS or network (whether caused by hardware, software or user errors), or when connectivity is established but the information transferred is incorrect.
+ Works productively with LIS/network end users, lab directors, customer IT representatives, LIS vendors and internal resources to resolve customer concerns, and proactively organizes meetings, as needed, to ensure customer expectations are met or exceeded in a timely manner.
+ Knowledgeable in use of testing tools, and able to collect, analyze and organize data, summarize findings, develop conclusions and recommendations.
+ Trains back-ups (for example, Technical Support Representatives and Field Service Engineers) on supporting LIS and networking.
+ Writes and reviews procedures and troubleshooting guides, as needed.
+ Trains customers on proper use of LIS and networking.
+ Serves as a liaison to other departments concerning issues relating to LIS, remote diagnostics and networking of Hologic platforms.
+ Reviews and may create label copy.
+ May serve on product development or support teams. Provides Technical Support with troubleshooting training & informational updates.
+ Works with Marketing & Service departments in the launch of new products; may participate in pre- and post-launch teams.
+ Provides troubleshooting and support for instrumentation hardware and software.
+ Provides troubleshooting and support for diagnostic assays.
+ Documents customer calls in CRM system; escalates issues requiring further investigation.
+ Authorizes return of customer product for investigation.
+ Determines replacement of product as warranted.
+ Position may require occasional overnight travel.
+ Provides guidance and coaching to lower level Technical Support personnel.
+ May work as a liaison to partners or distributors.
+ Performs 24/7 technical and application support, as needed.
+ BA or BS degree
+ 5+ years of related experience
+ Knowledge of:
+ LIS and Hospital Information Systems (HIS), LIS programming per ASTM and HL7 standards, how to establish TCP/IP and serial connections, and familiarity with LIS solutions commonly used in molecular and chemistry labs, including Cerner, SunQuest and Meditech.
+ Protocol specifications such as ASTM 1381 and 1394.
+ TCP/IP protocol
+ Network architecture
+ Network administration
+ Network troubleshooting
+ Clinical Laboratory and Hospital workflow and data handling desired.
+ Engineering background preferred.
+ Background in/able to learn: how to provide support for instrumentation hardware and software.
+ Background in/able to learn: how to provide support for diagnostic assays.
+ Basic knowledge of standard laboratory procedures & bio-hazardous precautions.
+ Microsoft Office skills.
+ Attention to detail.
+ Flexible and able to handle multiple tasks.
+ Strong verbal and written communication skills.
**Agency and Third Party Recruiter Notice:**
Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.
**_Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans._**