Laboratory Technical Consultant

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🕒 March 26

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Data Innovations LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1989

☁️ SaaS

🤝 B2B

🏢 Enterprise

SaaS • B2B • Enterprise

Data Innovations LLC is a healthcare-focused laboratory software company that provides enterprise middleware and connectivity solutions to hospitals and clinical laboratories worldwide. Their products (Instrument Manager, EP Evaluator, Lab GPS, analytics and quality tools) enable instrument and system integration, lab productivity, performance monitoring, and regulatory-quality assurance to optimize lab uptime and improve patient care. Data Innovations delivers SaaS/enterprise software and professional services to health systems, diagnostic labs, and instrument vendors across multiple global regions.

📋 Description

• Resolve and respond to customer requests, support tickets in a polite, professional and timely manner using experience, knowledge base, customer files and traces for troubleshooting. • Log support calls into internal system (CRM) and handle unassigned tickets submitted by email, web or telephone. • Design and implement connectivity solutions for customers and business partners using Data innovations software. • Provide advanced level support and guidance from pre-implementation through post-live support to ensure maximum benefit from the company’s software solutions. • Provide customers and Business Partners with appropriate training and education on the company’s product and solutions. • Develop and maintain an advanced level knowledge of the use and functionality of the company’s software products, and its associated modules. • Maintain strong professional relationships with strategic customers, business partners and industry colleagues through regular meetings and interactions. • Successfully execute project plans through their completion for assigned service implementations. • Manage and accurately track time spent on assigned projects and tasks and meet utilization goals established for the position. • Work collaboratively with other departments within the company to ensure the company’s operational readiness for new releases. • Act as and provide escalation support for the company’s customer support and sales teams. • Ensure customer concerns are proactively communicated to management and team members as appropriate. • Document and deliver project status updates to all necessary individuals responsible for the service activity. • Responsible for keeping current on all product releases and enhanced/modified features. • Perform demonstrations/presentations of the company’s products and solutions to customers. • Actively participate in tradeshows, workshops and educational events as needed. • Perform other related duties as assigned.

🎯 Requirements

• Minimum associate’s degree in business management, Computer Science or related field and at least 3 years of related working experience OR at least 5 years related working experience with service implementations, technical services, project management or clinical laboratories. • Working knowledge of a majority of the following: laboratory instrument interfacing, laboratory information system analysis/management/administration, TCP/IP Network troubleshooting, Server Log Analysis, Microsoft Windows Server, VMware Virtualization, Serial device connectivity, Network Device Services, and InterSystems Cache/IRIS Administration. • Strong communication skills (written and verbal); including ability to communicate technical concepts to people of varying levels of technical competency. • Excellent interpersonal and presentation skills. • Excellent analytical and problem-solving skills. • Demonstrated knowledge of and ability to execute upon the principles surrounding project management. • Ability to meet travel requirements – up to 20% travel required, which may include travel outside of normal business hours – including evenings and weekends.

🏖️ Benefits

• Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts. • Must comply with company vaccination policy.