Technical Support Coordinator

@ EKF DIAGNOSTICS INC

Job Summary

The Technical Support Coordinator is the first point of contact for end-users and distributors regarding product or instrument inquiries and complaints. The role coordinates with Sales & Customer Service to resolve issues, manage returned goods, and maintain the complaint database.

Essential Functions

• Oversee commercial support personnel ensuring effective process adherence.
• Answer inquiries about products and instruments from end-users and distributors.
• Log product complaint calls and initiate investigations.
• Manage the Peer Group web portal and assist customers with account creation and updates.
• Analyze customer data using plotting techniques.
• Perform minor maintenance or repairs on hemoglobin analyzers.
• Test returned product samples and determine warranty status.
• Coordinate with departments for credit applications, inventory, and RMA issuance.
• Adhere to cGMP, QMS, SOPs, and company policies.

Requirements & Qualifications

High School Diploma required; Associate or Bachelor's degree is preferred. Must be legally authorized to work in the United States with at least three years of technical support or customer service experience. Prior experience in hospital or physician lab settings, supervisory roles, technical writing, and familiarity with ERP/CRM systems is a plus. Certifications such as MLT or MT are also preferred.

Skills and Abilities

Detail oriented with strong organizational, communication, and computer skills. Ability to manage multiple projects, work under deadlines, and perform basic mathematical and technical troubleshooting tasks. Must be able to operate related office equipment and perform data entry accurately.

Key skills/competency

Technical Support Coordinator, Complaint Management, Customer Service, Data Analysis, ERP, CRM, cGMP, QMS, Problem-Solving, Technical Writing