Representative, Internal Service

Responsibilities

We currently have a great opportunity for a Representative, Internal Service. The Internal Service Representative position will have responsibility for remotely upgrading software for Sysmex instruments and troubleshooting over the telephone directly with the customer.

• Provide direct technical assistance over the telephone to our customers through a toll-free hotline. Remotely upgrade software, troubleshoot to resolution and document customer call within the CRM system.
• Maintain and conform to all procedures and documentation to meet regulatory and ISO guidelines, which includes validation of all analyzers prior to releasing back to customer ensuring they meet all quality specifications.
• Maintain the process for inventory and shipping of instrumentation and all necessary parts to successfully support the Service Center.
• Upon receiving customer returned units, adhere to strict decontamination guidelines.
• Inventory management of parts, tools, consumables, reagents at the Service Center.
• Follow proper guidelines for handling and storage of biohazard materials.
• Support dock management with shipping and receiving packages for Mundelein Building 1.
• Other duties as assigned.

Percentage of Travel: Up to 25%

Physical Risk: Regular exposure to risk that may require alertness, but with minimal precautions.

Physical Demands: Light physical effort. Routine handling of objects up to 20 pounds; prolonged (at least 50% of time) sitting, standing, keyboard or CRT work. May require periods of moderate discomfort due to noise, dust, lighting and/or other conditions.

• High School diploma/GED degree or 3 years required experience in telephone and customer service skills which may include experience in the Armed Forces.
• Must possess a valid driver’s license.
• Experience in remote customer service, electronics, laboratory or biomedical technology, military experience in a technical field or equivalent.
• English proficiency.
• MS skills, Networking, CFM software.
• Be able to explain and interpret complex information that requires patience and understanding.
• Telephone & Customer Service skills.

The hourly pay range for this position is $18.87 - $27.50. Within this range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The total compensation package for this position also includes a choice of health care plan (medical, vision, and dental insurance), an annual incentive bonus, paid time off, parental leave, bereavement leave and a 401(k) for all eligible employees.

Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug‑free workplace and perform pre‑employment substance abuse testing.