What are the responsibilities and job description for the Technical Support Specialist position at Spectrum Staffing Services?
SUMMARY
Deliver hands-on technical support across a full portfolio of laboratory instruments, reagents, and digital tools. This role oversees method verification, go-live activities, troubleshooting, and customer training within a defined region. The position combines problem-solving, data analysis, and customer-facing expertise—ideal for a laboratory professional seeking autonomy, travel, and meaningful impact in clinical diagnostics.
RESPONSIBILITIES
- Provide end-to-end technical support for instruments, reagents, and digital solutions.
- Lead method verification and system go-lives to meet quality standards and customer expectations.
- Manage reagent lot conversions remotely or on-site, guiding customers through accreditation and quality processes.
- Troubleshoot escalated issues using standard SOP pathways and collaborate with cross-functional teams.
- Conduct product demonstrations, evaluations, and training sessions to support business development.
- Use approved technical and competitive resources to ensure consistent messaging.
- Maintain proactive account communication and record all activities in CRM systems.
- Keep CRM records current, including contact details and instrumentation updates.
- Provide customers with current SOPs and training-approved documentation.
- Identify opportunities to expand test menus or upgrade platforms and share leads with Sales.
- Deliver timely phone/remote support and contribute to assigned special projects.
- Follow client access protocols, including health and safety requirements, and complete necessary documentation.
- Travel extensively as needed, including overnight and air travel.
QUALIFICATIONS
- Bachelor’s degree in a relevant science or equivalent experience; MLS/MT(ASCP) certification strongly preferred.
- 5 years of experience as a medical laboratory technologist, ideally with coagulation or related diagnostics.
- Valid driver’s license and willingness to travel frequently.
- Strong proficiency in Microsoft Excel and Windows-based tools.
- Skilled in preparing and delivering persuasive technical and non-technical presentations.
- Quantitative skills with ability to apply fractions, ratios, and percentages to method verification and data analysis.
- Demonstrated strength in problem diagnosis, data collection, and interpretation of technical instructions.
- Highly organized, self-directed, and effective within CRM-driven workflows.
BENEFITS
- Comprehensive health, dental, and vision plans with FSA options.
- 401(k), life and disability insurance, and paid time off.
- Eligibility for performance-based bonuses and automobile program.
- Structured onboarding and ongoing technical training.
- Opportunities for professional growth in a field-facing role.
- The chance to directly impact laboratory performance, quality, and workflows.
