Laboratory Technical Consultant - AUS

Essential Functions and Responsibilities:

• Resolve and respond to customer requests, support tickets in a polite, professional and timely manner using experience, knowledge base, customer files and traces for troubleshooting

• Log support calls into internal system (CRM) and handle unassigned tickets submitted by email, web or telephone

• Design and implement connectivity solutions for customers and business partners using Data innovations software

• Provide advanced level support and guidance from pre-implementation through post-live support to ensure maximum benefit from the company’s software solutions

• Provide customers and Business Partners with appropriate training and education on the company’s product and solutions

• Develop and maintain an advanced level knowledge of the use and functionality of the company’s software products, and its associated modules

• Maintain strong professional relationships with strategic customers, business partners and industry colleagues through regular meetings and interactions

• Successfully execute project plans through their completion for assigned service implementations

• Manage and accurately track time spent on assigned projects and tasks and meet utilization goals established for the position.

• Work collaboratively with other departments within the company to ensure the company’s operational readiness for new releases

• Act as and provide escalation support for the company’s customer support and sales teams

• Ensure customer concerns are proactively communicated to management and team members as appropriate.

• Document and deliver project status updates to all necessary individuals responsible for the service activity

• Responsible for keeping current on all product releases and enhanced/modified features

• Perform demonstrations/presentations of the company’s products and solutions to customers

• Actively participate in tradeshows, workshops and educational events as needed

• Perform other related duties as assigned

Requirements

Knowledge, Skills, and Abilities:

• Working knowledge of a majority of the following: laboratory instrument interfacing, laboratory information system analysis/management/administration, TCP/IP Network troubleshooting, Server Log Analysis, Microsoft Windows Server, VMware Virtualization, Serial device connectivity, Network Device Services, and InterSystems Cache/IRIS Administration

• Strong communication skills (written and verbal); including ability to communicate technical concepts to people of varying levels of technical competency

• Excellent interpersonal and presentation skills

• Excellent analytical and problem-solving skills

• Effectively manage multiple priorities under constant deadlines and in potentially stressful environments

• Self-motivation and ability to successfully work independently

• Ability to deliver and portray the Company’s solutions in a positive and professional manner

• Effective ability to teach and instruct peers and clients

• Demonstrated knowledge of and ability to execute upon the principles surrounding project management

• Ability to meet travel requirements – up to 20% travel required, which may include travel outside of normal business hours – including evenings and weekends

• Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts

• Must comply with company vaccination policy

• Ability to follow DI’s policies and procedures

Education and/or Experience

Minimum associate’s degree in business management, Computer Science or related field and at least 3 years of related working experience OR at least 5 years related working experience with service implementations, technical services, project management or clinical laboratories. Alternatively, a combination of education and experience where comparable knowledge and skills can be obtained.

Physical Requirements/Working Conditions: While performing duties of this job, the employee is predominantly functioning in a sedentary office position with high

frequency of keyboarding, and computer use. This position will also have travel requirements to customer sites; must be able to tolerate conditions associated with traveling and working in a laboratory setting.

Preferred skills and experience:

In addition to the above requirements, the ideal employee/candidate will have experience with the following:

• Working knowledge of Clustering and Backup Solutions

• Experience using Data Innovations’ products/services

• Working knowledge and understanding of Laboratory Information Software, IVD instrumentation and laboratory workflows

• Previous consulting experience

• Certification in Project Management

• Experience conducting adult education training courses

• Proficiency with Microsoft Office and SharePoint applications

Supervision Level

This person reports directly to either Manager of Technical and Professional Services.