LIS - Technical Support Specialist

General Position Summary

Responsible for coordinating Technical Support activities, applications troubleshooting, LIS support, follow-up for all Sakura customers and Sales teams.  Participates in all Quality Assurance procedures as required.

 

Essential Job Functions

LIS Activities

  • Interacts with various departments and supports customers in pre/post sale activities for Sakura instruments requiring LIS connection. 
  • Understands and interprets customer requirements with relation to product functionality and performance for each account.
  • Act as LIS Technical Specialist and conduit for information between customers and internal departments within Sakura.
  • Troubleshoot and resolution of customer LIS technical issues and provide assistance in understanding and proper use as relates to products.
  • May assist the Sales team during field installation or travel to customers’ site to help implement the LIS connection, provide troubleshooting and training. 
  •  Reviews and provides reports to management including trend analyses, hot topics, suggestions and opportunities to appropriate management teams for improvement of the products and processes.
  •  Reviews Company and external literatures related to LIS for improvements.  Stay updated on different LIS systems in the field and work closely with the Product Manager for compatibility issues. 
  • Participates in projects related to new products for LIS validation.
 
Technical Support Activities
  • Responsible for addressing application and instrument issues.
  • Provide technical support for new and existing customers.
  • Participate in industry forums and product Sales demonstrations.
  • Quickly responds to customer inquiries and request regarding products, questions and technical problems.
  • Conducts research to obtain support information if necessary.  Proposes alternative solutions to customers for a variety of issues.
Other Activities
  • Assists in the control of processes and/or procedures to assure the highest possible levels of quality.
  • May provide various reports and information concerning market information, product liability issues, etc., as requested.
  • Seeks constant improvement in work processes and techniques to increase department productivity.
  • Maintains good communications both inside and outside of the Company.


 
 

Education

  • Associates degree (A.A.) or equivalent in IT and/or equivalent combination of education and experience.
  • Bachelor’s degree preferred. 

 

Experience & Minimum Qualifications

  • 3-5 years’ experience in Information Technology (Hospital IT/LIS preferred)
  • Strong customer satisfaction skills.
  • Strong organization and multi-tasking skills.
  • Ability to write daily reports, business correspondence and sales reports according to specified timelines.
  • Ability to effectively present information and respond to questions from groups of managers, customers, etc.
  • Ability to get along well with diverse personalities.  Must be tactful, mature and flexible.
  • Fluency with a variety of word processing and spreadsheet software packages used on personal computers.
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to carry out instructions furnished in written, oral or diagram form.
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Excellent written and verbal communication skills.  Ability to present ideas in a clear and concise manner.

Physical Requirements & Working Environment

  • This position requires the employee to frequently sit.  In addition, the employee is occasionally required to stand, walk, use hands and fingers and reach with hands and arms.
  • Ability to work in a fast-paced, dynamic environment.
  • Ability to read and analyze hard written copy and information on a computer screen.
  • Ability to successfully respond to multiple work pressures.
  • Ability to travel to other locations both within and outside of the local region.  Must have a valid driver's license and access to a car.
  • Ability to communicate verbally and in writing to individuals and groups.
  • Ability to communicate verbally in person and using a phone.
  • Ability to listen, understand, interpret and solve problems.
Affirmative Action Employer
Equal Opportunity Employer

10/18

SPECIFIC JOB EMPLOYMENT CONTACT INFORMATION:

Sakura Finetek USA, Inc.
Attn: Human Resources Department
1750 West 214th Street
Torrance, CA 90501

Email: jobs@sakuraus.com
Fax: 310-782-7495