What are the responsibilities and job description for the Technical Support Specialist position at KOWA PHARMACEUTICALS?
JOB TITLE: Technical Support Specialist
REPORTS TO: National Service Manager
STATUS: Full-Time/Hourly
JOB PURPOSE:
This position is primarily responsible for providing helpdesk services for our medical division.
ESSENTIAL FUNCTIONS:
- Assists sales and/or service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives as required
- Loads specified software packages such as operating systems and Kowa proprietary software programs into computer
- Provides data entry to maintain reports and logs
- Observes system functions to verify correct system operation
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems
- Instructs users in use of equipment, software, and manuals
- Recommends or performs minor remedial actions to correct problems
- Coordinates activities with client network services, or other information systems groups
- Facilitate repair product movement to service center, which may include issuing RMAs as
- needed
- Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail or e-mail communication
- Replaces defective or inadequate software packages
- Refers major hardware problems to service personnel for correction
- Other duties as assigned
REQUIRED QUALIFICATIONS:
- 2 to 4 years related experience and/or training required
- Bachelor's degree preferred
- General networking knowledge
- Experience with fundus photography
- Ability to interpret safety rules, operating and maintenance instructions, policies and procedures, reports, and graphs
- Ability to write routine reports
- Effective problem-solving skills
- Strong verbal and written communication skills
- Basic computer and software skills (database, inventory, internet, spreadsheet, OPS, WPS, remote access, and file transferring software)
The information presented, while not an exact or exhaustive listing, describes the work, performance standards, and qualifications typically required of employees in this job. A specific position description or employee performance plan may differ as long as it is consistent with the core responsibilities, standards and qualifications for that job.
Kowa is committed to provide equal opportunity, employment, and advancement opportunities to all individuals. Kowa does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, protected veteran, pregnancy, status as a qualified individual with a disability, or any other characteristic protected by Federal, State, or Local Laws. Employment decisions at Kowa will be based on merit, qualifications, and abilities.