Hotline Representative, Microbiology

Main reponsibility:

Provide remote technical support, training, troubleshooting and consultation to internal and external customers. The Application Specialist promotes teamwork and cooperation, removes barriers to productivity, and creates an enthusiastic, positive work climate.

Office-based position, Montréal

Main Accountabilities:

• Provide telephone support and troubleshooting to internal and external customers throughout Canada
• Handle complaints per established guidelines to ensure compliance to ISO procedures and Health Canada regulations
• Documents all customer interactions in ERP system (Salesforce CRM)
• Develop knowledge in application of products
• Communicate with Global Customer Service (GCS) for escalation and investigation
• Provide consistent follow up to ensure customer satisfaction and meet KPIs
• Collaborate with the service team, QA/RA, marketing and sales departments
• Conduct trainings for internal employees and external customers as required
• Assist in product launches and marketing initiatives

Skills and Qualifications:

• Bachelor/ Master’s degree in microbiology or molecular biology
• 3/5 years’ experience in clinical microbiology
• Certified Medical Laboratory Technologist and / or member of relevent professional board
• Customer and solution oriented
• Excellent written and communication skills in English and French
• Previous experience in microbiology laboratory setting
• Organized, meticulous and autonomous
• Advanced computer knowledge (Microsoft Office)
• Demonstrated teamwork and interpersonal skills
• Comply to ISO and Health Canada regulations
• Support both Clinical (Hospital Labs) and Industry customers (Food)
• Occasional on site travel maybe required (5%)

CRM - Salesforce