Hotline Agent

Diagnostica Stago, Inc. is the exclusive provider of Diagnostica Stago Hemostasis product lines in the United States.  Diagnostica Stago, Inc. offers a complete system of coagulation instruments and optimized reagent kits for research as well as for routine analysis. Total quality approach plays an integral part in the corporate culture at Stago.  We are committed to a better understanding of hemostasis and thrombosis to provide clinical and research laboratories with the most advanced analyzer/reagent systems.

We are seeking Hotline Agents to join our team in Parsippany, NJ!

Work Schedules:  Monday-Friday, 12:30pm-9:00pm  and 8:30am-5:00pm

Summary:  Provides highest level of telephone support on instruments and reagents for DSI customers.

 

Job Duties:Provides technical telephone troubleshooting to customers of DSI for instrumentation and reagents manufactured by Diagnostica Stago.Analyze, diagnose and provide troubleshooting direction for DSI customers.Retrain customers on the telephone regarding operation, application, troubleshooting and maintenance.Responsible for all aspects of call documentation.Escalates complex issues to Advanced Technical Specialist.Determines need for FSE or TSS field intervention and dispatches when needed.Consults with hotline staff to ascertain that instruments and reagents are functioning up to specification.Provides feedback to Hotline Manager concerning any instrument or reagent open issues.Documents all communication with customers and FSG into the database.Demonstrates high level of knowledge regarding all instruments and reagents provided by Diagnostica Stago.Adheres to all company policies and procedures.



Skills:Identifies and resolves problems in a timely mannerManages difficult or emotional customer situationsDemonstrated typing/keyboarding skillsStrong personal computer skills, including knowledge of MS Office & database software

Education & Requirements:B.S. degree in Medical Technology with 3 years experience in Hemostasis preferred, orB.A. degree in Medical Laboratory Technology with 5 years experience in Hemostasis preferredStago product knowledge a plusFluency in French or Spanish strongly preferred

EOE M/F/D/V