Laboratory Technical Consultant - Australia Verathon Inc Canberra, ACT, AU

Job Description Laboratory Technical Consultant - Australia

Essential Functions and Responsibilities:

Resolve and respond to customer requests, support tickets in a polite, professional and timely manner using experience, knowledge base, customer files and traces for troubleshooting

Log support calls into internal system (CRM) and handle unassigned tickets submitted by email, web or telephone

Design and implement connectivity solutions for customers and business partners using Data innovations software

Provide advanced level support and guidance from pre-implementation through post-live support to ensure maximum benefit from the company's software solutions

Provide customers and Business Partners with appropriate training and education on the company's product and solutions

Develop and maintain an advanced level knowledge of the use and functionality of the company's software products, and its associated modules

Maintain strong qualified relationships with strategic customers, business partners and industry colleagues through regular meetings and interactions

Successfully execute project plans through their completion for assigned service implementations

Manage and accurately track time spent on assigned projects and tasks and meet utilization goals established for the position.

Work collaboratively with other departments within the company to ensure the company's operational readiness for new releases

Act as and provide escalation support for the company's customer support and sales teams

Ensure customer concerns are proactively communicated to management and team members as appropriate.

Document and deliver project status updates to all necessary individuals responsible for the service activity





Responsible for keeping current on all product releases and enhanced/modified features

Perform demonstrations/presentations of the company's products and solutions to customers

Actively participate in tradeshows, workshops and educational events as needed

Perform other related duties as assigned

Requirements Knowledge, Skills, and Abilities:

Working knowledge of a majority of the following: laboratory instrument interfacing, laboratory information system analysis/management/administration, TCP/IP Network troubleshooting, Server Log Analysis, Microsoft Windows Server, VMware Virtualization, Serial device connectivity, Network Device Services, and InterSystems Cache/IRIS Administration

Strong communication skills (written and verbal); including ability to communicate technical concepts to people of varying levels of technical competency

Excellent interpersonal and presentation skills

Excellent analytical and problem-solving skills

Effectively manage multiple priorities under constant deadlines and in potentially stressful environments

Self-motivation and ability to successfully work independently

Ability to deliver and portray the Company's solutions in a positive and professional manner

Effective ability to teach and instruct peers and clients

Demonstrated knowledge of and ability to execute upon the principles surrounding project management

Ability to meet travel requirements – up to 20% travel required,



which may include travel outside of normal business hours – including evenings and weekends

Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts

Must comply with company vaccination policy

Ability to follow DI's policies and procedures

Education and/or Experience Minimum associate's degree in business management, Computer Science or related field and at least 3 years of related working experience OR at least 5 years related working experience with service implementations, technical services, project management or clinical laboratories. Alternatively, a combination of education and experience where comparable knowledge and skills can be obtained.

Physical Requirements/Working Conditions: While performing duties of this job, the employee is predominantly functioning in a sedentary office position with high frequency of keyboarding, and computer use.

This position will also have travel requirements to customer sites; must be able to tolerate conditions associated with traveling and working in a laboratory setting.

Preferred skills and experience: In addition to the above requirements, the ideal employee/candidate will have experience with the following:

Working knowledge of Clustering and Backup Solutions

Experience using Data Innovations' products/services

Working knowledge and understanding of Laboratory Information Software, IVD instrumentation and laboratory workflows

Previous consulting experience

Certification in Project Management

Experience conducting adult education training courses

Proficiency with Microsoft Office and SharePoint applications

This person reports directly to either Manager of Technical and Professional Services.

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📌 Laboratory Technical Consultant - Australia (Canberra)
🏢 Verathon
📍 Canberra