LIS Technical Support Specialist

General Position Summary

Responsible for coordinating Technical Support activities, troubleshooting applications, LIS support, follow-up for all Sakura customers and Sales teams. Participates in all Quality Assurance procedures as required.

• Interacts with various departments and supports customers in pre/post sale activities for Sakura instruments requiring LIS connection.
• Understands and interprets customer requirements with relation to product functionality and performance for each account.
• Act as LIS Technical Specialist and conduct information between customers and internal departments within Sakura.
• Troubleshoot and resolution of customer LIS technical issues and provide assistance in understanding and proper use as relates to products.
• May assist the Sales team during field installation or travel to customers’ site to help implement the LIS connection, provide troubleshooting and training.
• Reviews and provide reports to management including trend analyses, hot topics, suggestions and opportunities to appropriate management teams for improvement of the products and processes.
• Reviews Company and external literatures related to LIS for improvements. Stay updated on different LIS systems in the field and work closely with the Product Manager on compatibility issues.
• Participates in projects related to new products for LIS validation.

• Responsible for addressing application and instrument issues.
• Provide technical support for new and existing customers.
• Participate in industry forums and product Sales demonstrations.
• Quickly responds to customer inquiries and request regarding products, questions and technical problems.
• Conducts research to obtain support information if necessary. Proposes alternative solutions to customers for a variety of issues.
• Responsible for guiding complaint resolution to ensure that proper and satisfactory responses and results are provided to customers.
• Maintains a high level of customer satisfaction.
• Conducts all duties with the highest level of professionalism.
• Completes special projects as assigned.

• On a regular basis, communicates with both internal and external Company personnel and affiliated personnel providing important information regarding company products.
• Reviews and edits operator manual for all models of laboratory equipment sold by the Company.
• Attends and participates in group meetings, task force groups, etc., as needed.
• Plans, coordinates and prepares reports, surveys, research information and any special requests made by senior management.

• Assists in the control of processes and/or procedures to assure the highest possible levels of quality.
• May provide various reports and information concerning market information, product liability issues, etc., as requested.
• Seeks constant improvement in work processes and techniques to increase department productivity.
• Maintains good communications both inside and outside of the Company.

• Associates degree (A.A.) or equivalent in IT and/or equivalent combination of education and experience.
• Bachelor’s degree preferred.

• 3-5 years’ experience in Information Technology (Hospital IT/LIS preferred).
• Strong customer satisfaction skills.
• Strong organization and multi-tasking skills.
• Ability to write daily reports, business correspondence and sales reports according to specified timelines.
• Ability to effectively present information and respond to questions from groups of managers, customers, etc.
• Ability to get along well with diverse personalities. Must be tactful, mature and flexible.
• Fluency with a variety of word processing and spreadsheet software packages used on personal computers.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Excellent written and verbal communication skills. Ability to present ideas in a clear…