Position Title Alin IQ Informatics Technical Specialist for support - Lab Systems Role Purpose Hands-on resource to deliver installation, complex configuration, integration, customer and internal training mainly focused on troubleshooting services for AlinIQ products both on site and remotely. Job Specifications Qualifications - Bachelors or Masters degree in Computer Science, Information Systems, Medical or Hospital Informatics or related disciplines or - Fluent English Special Skills & Knowledge - Sound understanding of diagnostics laboratory workflows and related technologies - Demonstrated understanding of one or more products such as laboratory information systems, middleware and/or analyzer management systems, or inventory management systems used in diagnostics laboratories - Hands on experience implementing, configuring, training and supporting one or more laboratory information systems mentioned above is highly desirable - Able to execute assigned tasks satisfactorily with a high degree of commitment and quality, independently - Strong verbal and written communication skills with excellent customer facing capabilities - Attention to detail and a concern for quality; action oriented for solving problems - Able to improve and willing to bring ideas forward, mitigate/ resolve escalated issues Key Accountabilities Strategic - Become a trusted advisor to customers - Identify customer needs, propose solutions, manage and resolve complex problems - Provide feature/ product enhancement input based on customer feedback - Maintain and assume accountability for a culture of high customer service Operational - Provide comprehensive support for entire informatics solution. - Partner with Center of Excellence teams to optimize informatics solutions and offerings as well as quality of service. - Perform software-related installation and configuration processes. - Support post-sales informatics activities and provide expert knowledge. - Serves as level 1 and/or 2 complaint resolution via call center phone support function. - Serves as level 1 and/or 2 complaint resolution via call center phone support function even during off-business hours by shifts and on rotation. - Team work approach to identify best solution and to be a reliable contributor to skillset improvement. Proactive attitude to address uncommon situations and issues when raised for the first time