Technical Support Field Coordinator

Location

San Diego, US

Job Type

Company Overview

LumiraDx is a medical technology company developing, manufacturing and marketing smart connected diagnostics and diagnostic-led care solutions. Founded in 2014 by entrepreneurs with a successful track record in building and scaling medical diagnostics and health IT businesses, the company has major operations in the UK and the USA, and is supported by a global sales network, LumiraDx is a high growth organization. We have recently launched the innovative LumiraDx Platform and fast lab solutions, and are looking for proactive, experienced, focused and enthusiastic individuals who can make a significant contribution to the continued growth and success of our dynamic and forward-looking company.

Role & Responsibilities

Internal Technical Support and Field Coordinator - based across our sites in Solana Beach and Nancy Ridge, San Diego, CA

Permanent / Full time

The Opportunity

We seek an enthusiastic Field Support and Service Coordinator to join our growing team! The key objective of this role is a hybrid role that will coordinate our field service support process (pre-call evaluation and onsite evaluation coordination) and serve as tier 1 internal technical support. Our Field Service and Support Coordinator organizes our field service schedules and deliveries of evaluation products, ensures technician proficiency, and initiates technical studies and coordination with R&D team. You will need to be friendly and caring when contacted, provide excellent service and problem solving, and collaborate effectively with other team members. To be successful in this role you must be able to work with minimum supervision, demonstrating plenty of initiative and proactivity to develop systems and processes and manage appropriately.  Coordinate the production, approval, and release of customer content across multiple platforms and formats for LumiraDx.

The Role

  • Coordinate and schedule Field Application Scientist and Field Sales team all pre-evaluation and onsite evaluations. Report out daily.
  • Provide Tier 1 support to customers using Fast Lab products by performing basic troubleshooting and diagnosis of reported customer problems. Resolve problems that are in the scope of Tier 1. Use good judgment of when to escalate to Tier 2.
  • Act as primary contact for the customer in the resolution of product related technical issues.
  • Answer routine technical inquires posed by customers and provide in-house technical assistance for field-based colleagues.
  • Conduct or coordinate investigation of product complaints and provides prompt response.
  • Ensure that all incoming technical issues are logged and tracked.
  • Coordinate with other in-house departments in resolution of technical issues.
  • Provide statistical reports on the status of product issues and provides recommendations for solutions of problems.
  • Provide feedback regarding customer needs, furthering the company's efforts in the development of new products or product improvements.
  • Close collaboration with members of Global Marketing team, various project teams, directors, suppliers, agencies, partners and regulatory authorities.
  • Ability to actively communicate with various teams across the company.
  • Participate in team and process reviews as well as retrospectives.
  • Continually communicate progress and delivery against all projects and responsibilities.

Required Experience

About You:

We are looking for a self-motivated individual with exceptional communication skills and high level of skills in problem solving and organization, along with the following skills and experience:

  • Degree in a Biology related subject, Molecular Biology would be ideal.
  • Able to work with minimal supervision
  • Demonstrate initiative and be proactive
  • Previous experience in a similar role would be advantageous but is not essential

 

For further information and to apply for this role, please click APPLY

APPLY

Thank you for your interest. If you're successful in your application, you may be subject to all or some of the LumiraDx standard pre-employment checks. This includes employment references; Criminal records data checks which are processed as part of our recruitment process for employment or continued employment to comply with legal and regulatory obligations to which the company is subject. LumiraDx place a high level of importance on its responsibilities for information security and privacy and have put in place an information security management system to ensure that the company and its staff maintain the highest standards with respect to data protection and information security.