Technical Service Specialist

All around the world people are looking for an answer, a test result, or a procedure that will offer them clarity and a path to a healthier life. By working with Diagnostic products that make a difference globally, your impact can be greater than you have ever imagined. Hologic offers a space for employees to own their passion and feel a sense of purpose each and every day.

Our award-winning Technical Support team plays a big role in that mission. They provide phone and email support to both internal and external customers, troubleshooting issues with Hologic’s cytology and molecular products.

Think this role is for you?

This individual has an ability for troubleshooting issues beyond “computer stuff.” In this role, you will be troubleshooting our diagnostics instruments (cytology and molecular), reagents, and operator issues.

You will be offering technical support to internal customers (R&D, Field Service, Quality, Marketing, etc.) and external customers (Lab technicians, hospitals, etc.) via phone and email.

Preferred working hours for this role are 8 hours a day within 5:00am PST - 5:00pm PST. We do provide support 24/7, you may be on-call and serve as back-up for technical and application support as needed, including some holidays.

Key Outcomes:

• Provide customers with service and product troubleshooting for cytology and molecular products, including instruments, reagents, and software, via phone and email.
• Document calls in the CRM system and escalate issues that require further investigation.
• Authorize return of customer product for investigation.
• Determine replacement of product as warranted.

Potential Growth Opportunities:

• Represent Technical Support as specialist for designated product(s).
• Act as liaison to other departments within the division concerning issues related to specific product lines.
• Serve on product development or support teams. Provide Technical Support team with troubleshooting training and informational updates.
• Work with Marketing and Service departments at the launch of new products. Reviewing or creating label copy, participate in pre- and post-launch teams.
• Build relationships with partners and distributors.
• Writing and reviewing procedures.
• Provide guidance and coaching to other Technical Support personnel.

Do you have what it takes?

• You are technically inclined, you understand science – DNA, RNA, Cytology, reading the package insert on a medical product doesn’t sound like a foreign language to you.
• You have a customer service mentality, you are patient, have good communication and computer skills and are great at multi-tasking.
• You are comfortable speaking on the phone and have flexibility in your schedule.
• We are looking for someone who is eager to start their career in this field and wants to grow within the department.

Additional qualifications:

• Bachelor’s degree in biology, Cytotechnology, Medical Laboratory Science, or related field (required).
• ASCP Cytotechnologist (CT), Medical Technologist (MT) or Clinical Laboratory Scientist (CLS) certification or equivalent (desired).
• Experience as a Cytology Prep Technician (desired).
• Experience with cytology, RT PCR, molecular, or virology (desired).
• Ability to troubleshoot Laboratory Information Systems interfaces and/or network computers (desired).

If you are not sure that you are 100% qualified, but are up for the challenge, we want you to apply!

The annualized base salary range for this role is $71,000 - $106,000 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.