Technical Product Support Specialist

- Deliver dedicated technical assistance for Microbiology instrumentation, such as blood culture and AST systems, via phone and email within established Service Level Agreements (SLAs) - Diagnose and address hardware, software, computer interface, product performance, and workflow challenges through remote troubleshooting - Accurately record customer interactions, complaints, and resolutions in ERP and quality systems, ensuring timely follow-up and case closure - Request dispatch of Field Service Engineers or returns to the Instrument Service Center when issues cannot be resolved remotely - Assist customers with system installations, software corrections, component replacements, and computer-related troubleshooting as necessary - Ensure high customer satisfaction by providing clear communication, expertise, and prompt solutions - Train customers on instrument functionality and laboratory processes; develop and deliver training resources as required - Provide customers with technical documentation, interface specifications, published literature, and repair instructions relevant to supported products - Collaborate effectively with internal teams including Field Service, Sales, Customer Service, Quality, Marketing, and Management to enhance customer experience - Support Account Managers by offering technical insights, product comparisons, substitutions, and identifying potential opportunities within accounts - Stay updated on product advancements, new technologies, competitor offerings, and emerging microbiology trends - Participate in on-call rotation as needed, which may include evenings, weekends, and holidays - Travel up to 25% for onsite customer support, training, validations, or professional meetings as necessary - Represent the Microbiology Division at tradeshows, customer events, and workshops as assigned - Report any actual or potential safety issues in accordance with company protocols and endorse Practical Process Improvement (PPI) initiatives