Applications Technical Consultant

Find a Better Way...

...to use your skills and experience.

This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.

...to improve the lives of others.

Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

...to build a promising future.

We currently have a great opportunity for a Technical Consultant, Documentation. The Applications Technical Consultant (ATC) provides technical direction and support for the Applications organization as the clinical consultant on current Sysmex products. Participates as the Applications representative on new product launch teams and software / hardware updates for current products. Partners with other areas of Sysmex that provides problem tracking, monitoring, and resolution of escalated technical issues. Works under the direction of Applications Product Manager (ATS) to assist with development, design review, documentation review, beta testing, and training Clinical Applications Specialist (CAS) team for new product offerings or programs.

Essential Duties and Responsibilities:

1. Exercise independent judgement and discretion in effectively managing the resolution of customer issues by providing timely second level technical support during the troubleshooting process and advising the CAS on managing customer relations. The ATC will be the first point of contact for account escalations for clinical issues.
2. Cross-functional collaboration with TAC, service, and the TC team to troubleshoot and resolve customer escalations. The ATC will initiate an escalation as required, evaluate alternative courses of action, and use good judgement in selecting among alternatives, communicate progress internally and with the customer, and, if necessary, travel to customer location to direct and manage an onsite resolution.
3. Responsible for ensuring and maximizing customer satisfaction. In this role, the ATC may travel on short notice due to customer escalations or to provide support as needed.
4. Maintain a high degree of knowledge on product platforms, including automation. Demonstrate excellent troubleshooting skills, technical skills, and clinical knowledge.
5. Utilize clinical knowledge to analyze/interpret data and technical documentation to enhance service and support. Identify opportunities for improvement and communicate to the appropriate parties. Work to enhance the customer experience.
6. Collaborate with TSQSM team on problem tracking, monitoring, and escalation of issues in the field.
7. Assist the ATS team on product launches to prepare tools and documentation needed to fully integrate, support, and train CAS team on new product development or updates. Support studies for new hardware and software releases. Provides data reduction, analysis and presentation for software and hardware studies.
8. Identify, develop, and communicate process improvements and implementation tools.
9. Lead and perform customer implementations and Evaluations as needed. Lead implementation plan for Integrated Health Networks or reference labs when needed. This position requires 60% travel and possibly on short notice.
10. Provide mentoring and feedback on CAS development and knowledge to improve the hiring and onboarding of new Application team members. Assess knowledge level of the CAS post training to determine effectiveness. Collaborate with management and the CFL to improve the product training process for Applications Specialists. Field travel as needed with Clinical Applications team, identify and reinforce best practices, and assess technical proficiency and training effectiveness.

Travel Percentage: Up to 60% on short notice

Physical Risk: Regular exposures to risk that may require special training and 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.

Bachelor's degree and 5-10 years required experience in Clinical Laboratory Science.

• MLS, MT, ASCP required.

• Experience in Sysmex product portfolio necessary

• English required, Spanish an advantage.

• Microsoft Office: Power Point, Excel, Word and basic computer skills.

• LIS, UNIX O/S, servers, PCs, printers, networks, Oracle DB necessary for IT focus

• Excellent written and oral communications skills required.
• Strong customer relationship skills, presentation and persuasive skills, excellent organizational skills required. Requires extensive interpersonal contact. Professional conduct necessary at all times even under stressful conditions.
• Demonstrated ability to analyze and evaluate technical data. Ability to assemble thoughts and conclusions into cogent and persuasive format, present professionally and gain acceptance / buy-in.
• Work cross-functionally and with all levels in the organization to build strong relationships. Handles volatile customer situations with the ability to turn them around.
• Leads organization in understanding and applying quality procedures.
• Communicates effectively to all levels within the organization.
• Works alongside management to set strategy, implement initiatives, and champion change.

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.