Technical Support Specialist
Responsibilities:
* First line IT telephone support for customers including routine preventative maintenance for customer databases, dialing into customer networks to restart servers, IT application support (e.g., setting up reports and file sharing, setting up new users).
* Provide technical support for all product lines for customers and employees.
* Support field-based Technical Support Specialists (TSS) with processing product requests.
* Assist with in-house workshop activities such as pre-installation, pre-implementation, and system checks for all products.
* Generate and extend certification for operators via eLearning platforms (e.g., BrainShark).
* Participate in monthly WeQAs for all products.
* Handle complaint escalation and resolution through appropriate channels in Europe and/or US Tech Support.
* Maintain Pivotal and TMS complaint handling databases.
* Maintain the technical status of the sales demo analyser pool.
* Control HBTA and BCA stock for demonstration analysers.
* Monitor essential equipment (e.g., refrigeration in the upstairs laboratory).
* Assist with internal IT requests (e.g., setting up laptops, basic troubleshooting).
Reporting Relationships:
* Reports to the UK Support Manager.
Essential Responsibilities and Accountabilities:
* Deliver excellent technical support to customers and employees.
* Maintain high levels of productivity, customer satisfaction, and other parameters determined by the UK Support Manager.
* Liaise with field-based personnel to ensure high customer satisfaction.
* Measurement criteria to be determined by the UK Support Manager.
Essential Criteria:
* Minimum of 3 years experience in IT/Network Administration.
* Minimum of 3 years experience with Healthcare networks (LIS/EPR/ADT, etc.).
* Point of Care / Clinical Lab background is highly desirable.
* Excellent oral and written communication skills.
* Ability to work as part of a team or independently.
* Relevant science degree is desirable.
This role is office-based in Runcorn. Working pattern is Monday - Friday, 8am - 4pm and 9am - 5pm on alternate weeks.
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