Technical Consultant

Overview:
**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.**

**...to build a promising future.**

**Responsibilities**:
We currently have a great opportunity for a Technical Consultant I. The Technical Consultant I (TC) is a blended role with a primary focus to direct, coach, mentor, and support the Field Service, TAC and Applications teams. The TC will function as a focal point for product and technical knowledge as well as information exchange with Technical Support and other Customer Care teams. The TC will also assess the technical progress and recommend training plans to address any developmental needs for Field Service Representatives (FSR), Technical Solutions Representatives (TSR) and other Customer Care associates as needed, as well as the development and implementation of training programs for these associates and customer Biomedical Technicians (BMETs).

The TC consists of three primary roles:
(1) Field Support and Escalations - Exercise independent judgement and discretion in effectively managing the resolution of customer instrument issues by providing timely second and third level technical support during the troubleshooting process, supervising and directing the work of FSRs and managing customer relations. The TC 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. Responsible for ensuring and maximizing customer satisfaction. In this role, the TC may travel on short notice due to customer escalations or to provide support as needed.

(2) System Implementation - Lead customer installations of all automation platforms. This will include pre-installation activity including consulting with and advising the customer on installation planning, supervising and directing the work of the onsite installation team and transition to the Technical Integration Specialist (TIS). In this role, the TC will routinely travel (50-70%).

(3) Customer Care Training - Responsible for the evaluation, development, facilitation and implementation of technical training (including onsite training, virtual classes, job aids, and video tutorials) on existing and new product lines for the Field Service, TAC and Applications teams as well as customer BMETs

**Essential Duties and Responsibilities**:
Maintain a high degree of knowledge on product platforms, including automation. Demonstrate excellent troubleshooting and technical skills.
- Utilize product 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.
- Exercise good judgment and communication skills in performing each of the primary roles described above (managing field support and escalations, system installations and customer care training).
- Develop, coach and mentor Field Service, TAC and Applications associates by providing direct and constructive feedback to enhance overall job performance. Assess training needs and work proactively with departments across the organization to address the development needs.
- Contribute to the launch of new and existing products and services in various capacities including technical training, installs and field support.
- Design, develop, facilitate and evaluate technical training materials (e.g., class, videos, eLearning, job aids) for existing and new product lines.
- Travel as deemed necessary for escalations, installations and training initiatives.
- Other responsibilities include:

- Participate on advisory boards, cross-functional teams and other initiatives
- Use and encourage the use of Troubleshooting the Sysmex Way (TtSW) and work with Technical Support Managers to standardize resolutions
- Maintain expenses and company property within guidelines
- Maintain high level of administrative skills (organization, time management, planning, etc.)
- Demonstrate all the characteristics that align with the Sysmex Way

**Field Support and Escalations**:
Responsible for delivering a satisfactory outcomes for escalated customer issues by providing 2nd (phone/remote diagnostics) and 3rd (onsite) level direction and support to FSRs as well as other strategic business partners. Provide advice and direction for troubleshooting, repair and support of instrumentation. Document all service activity and communicate to others as needed.
- During all interactions, the TC will strive to elevate the FSR technical skill