Technical Support Analyst providing first - level support for Lumary's healthcare technology products. Identifying and resolving customer queries while assisting with product engagement and issue escalation.
About the role
- System Support Engineer providing technical support for automated equipment in laboratory settings. Join a team at Genpact dedicated to driving AI and digital innovation on a global scale.
Responsibilities
- Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
- Provide remote diagnostics for innovative automated laboratory track systems and instrumentation
- Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
- Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to ensure timely follow-up and resolution of all technical inquiries and product issues.
- Supports the Technical Service telephone line by providing emergency technical assistance.
- Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
- Contributes to team goals and objectives through active participation.
- Promotes Professional Services
- Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
- Attention to detail, superior interpersonal skills and good problem-solving skills
- Troubleshooting hardware and software issues.
- Upgrading systems to enable compatible software on all computers.
Requirements
- Experience working with computer networks and systems maintenance.
- A+, Microsoft or Cisco accreditation advantageous.
- Excellent written and verbal communication skills.
- Proficient doing software installations and upgrades.
- Knowledge of basic security concepts and best practices.
- Recent service experience in the troubleshooting and repair of IT and complex electronic systems preferred.
- Experience servicing medical devices and equipment required.
- Experience servicing robotics systems required.
- Requires a good working knowledge of electronics and electro-mechanical devices (Megatronics), PLCs and pneumatics.
- Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.
- Experience with PC assembly, upgrades and repairs is highly desirable.
- Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints.
- Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
- Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
Benefits
- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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