Hologic Technical Support Representative in Belgium

Technical Support Representative

Post Date Oct 18, 2018

Role Essential Duties and Responsibilities:

Job Purpose:

  • Provide daily technical and application phone support to our customers

Main Duties and Responsibilities (Others May Be Assigned):

  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet

  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

  • Addresses customer requests for technical information

  • Performs call intake and follow-up with troubleshooting techniques on hardware and software to deliver a high level of technical support for our customers

  • Diagnose and resolve technical hardware and software issues involving internet connectivity through remote management capabilities

  • Accurately process and record call transactions using a computer and designated tracking software

  • Identify and escalate priority issues per Quality specifications

  • Interact internally with local support groups and international partners and colleagues on product quality issues

  • Troubleshoot and interact with Application Field Based specialist and Field Service Engineers to find customer orientated solution on complaints

  • Documents technical service activities for Service calls, Maintenance and Upgrade Field Visits

  • Stay current with new system, software or assay information, changes and updates

  • Avoids legal challenges by monitoring compliance with system and assay related to Technical Bulletins and our Quality System and requirements

  • Performs special projects as needed

  • Working in an international Team

Qualifications and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Excellent customer communication skills

  • Ability to troubleshoot technical and applications issues

  • Problem-solving

  • Ability to interface effectively with customers over the phone

  • Knowledge of clinical/medical laboratories preferred

  • Ability to understand, speak and write English and

  • Fluent Dutch, Spanish

  • Any other European language is a plus

  • Outgoing/’can-do’ approach

  • Flexible and adaptable

  • Calm under pressure, consistent in approach to daily tasks and committed to customer service

  • Computer literacy. Familiarity with Microsoft Office a plus

  • This role will primarily focus on taking calls from Hologic’ s customer base that work with the Company’s Diagnostics product range. Therefore, successful candidates that have a proven background in Life Sciences i.e. biology or biomedical engineering– ideally balanced with working experience from within hospitals or private labs - will find the role both rewarding and exciting.