Job Description

Our mission is to exceed our customers' expectations as their most reliable, innovative, and trusted lab resource. We achieve this by partnering with customers to solve their most pressing day-to-day challenges and always holding ourselves to a higher standard of product quality, exceptional service, and unmatched support.

Summary/objective

We are seeking a highly motivated and technically skilled individual to join our team as a Technical Training & Support Specialist. In this dual role, you will be responsible for providing comprehensive training to our customers and internal teams on our products and services while supporting day-to-day technical operations of the department, by leading and performing telephone and e-mail technical support and troubleshooting for Avantik products for the Field Service team and delivering exceptional technical support to resolve customer inquiries and issues. The ideal candidate will possess a strong understanding of technical concepts, excellent communication skills, and a passion for helping others succeed.

Essential Functions

• Design, develop, and deliver engaging training materials (e.g., presentations, manuals, videos, online courses) for internal and external audiences.
• Facilitate live training sessions (in-person and virtual) on product functionality, best practices, and troubleshooting techniques.
• Customize Training programs based on user groups and skill levels.
• Regularly update training materials to reflect product updates and industry changes.
• Provide Level 1 & 2 Support by responding to customer inquiries and technical issues via phone, email, chat, and ticketing system.
• Perform transactions within Dynamics 365
• Diagnose and resolve technical problems, escalating complex issues when necessary.
• Accurately document support interactions, troubleshooting steps, and resolutions in the system.
• Maintain up-to-date knowledge of product features and troubleshooting procedures.
• Act as a customer advocate, providing product feedback to development and engineering teams.
• Contribute to support knowledge base, creating and updating documentation, FAQs, and troubleshooting guides.

Competencies

• Excellent communication and presentation skills.
• Strong problem-solving and troubleshooting abilities.
• Ability to explain complex technical concepts in a clear and concise manner.
• Strong customer service orientation.
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.

Additional Responsibilities:

• Travel with Field Service Engineers to support field projects and exchange technical information when needed.
• Partner with other groups and departments to improve customer support processes.
• Perform other duties as assigned by the Technical Support & Training Manager
• Assist in scheduling and monitoring planned and unplanned technical support activities.
• Review and enhance technical support procedures for improved efficiency.

Travel required

• Some travel is required, up to 30% depending on training and/ or business needs of the Company.

• Qualifications:

• Technical skills:
• Proficiency in using support ticketing systems (e.g. 365 Dynamics Service Management).
• Experience with remote support tools (e.g., Microsoft Teams, TeamViewer).
• Experience with Learning Management Systems (LMS) is a plus.
• Strong understanding of Dynamics 365 Field Service is a plus.
• Technical skills that include testing, repairing and maintaining medical equipment.
• Proficient in the use of tools and test equipment.
• Thorough knowledge of modern electronic, mechanical and software based medical equipment.
• A working knowledge of physiology and the clinical setting for Avantik equipment.
• Must be able to demonstrate effective communication, organizational and leadership skills in scheduling, monitoring performance, ensuring effective documentation and leading other technicians.
• Must demonstrate the ability to work under limited supervision and assist with the training and coaching of others.

• Preferred Qualifications:
• Relevant certifications (e.g., CompTIA CTT+, Microsoft, specific product certifications)
• Relevant certification in a technical field.

Avantik is an integrated medical products and services company delivering superior quality instruments, reagents, consumables, and service to the anatomic pathology market consisting of hospital, reference, and physician office laboratories in the US. The company is headquartered in Montville Township, NJ.

Avantik’s experienced team and consultative partner approach integrates consumables, service, equipment, and education so that labs focus on what matters most - having everything under control in their laboratory to deliver fast and accurate diagnoses. Avantik offers a full line of consumables and reagents for the histology lab sourced and private label Avantik branded and by distribution of other brands. Avantik has serviced all brands of OEM histology lab equipment for over 40 years and offers best-in-class responsiveness and an industry leading 97% first time fix-rate.

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