**Experienced Full Stack Customer Support Specialist II – Diagnostic Service Provider**

Join blithequark, a global healthcare leader, in creating breakthrough science to improve people's health. As a Customer Support Specialist II, you will be part of a dynamic team that is dedicated to delivering exceptional customer service and support to our customers in the Dallas-Fort Worth Area, TX. **About blithequark** blithequark is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries. **Working at blithequark** At blithequark, you can do work that matters, grow, and learn, care for yourself and family, be your true self, and live a full life. You'll also have access to: * Career development with an international company where you can grow the career you dream of. * Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year. * An excellent retirement savings plan with high employer contribution. * Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit – an affordable and convenient path to getting a bachelor's degree. * A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. * A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists. **The Opportunity** This position is remote, and qualified candidates must currently live in the Dallas-Fort Worth Area, TX. Travel up to 25% is required. As a Customer Support Specialist II, you will be responsible for providing technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance. You will also be responsible for representing the blithequark Diagnostic Division to its customers, providing on-site support to customers, and supporting field personnel and district business objectives and goals. **Key Responsibilities** * Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance. * Efficiently provide technical support solutions, including installation, corrective, pre-emptive, and proactive maintenance. * Represent the blithequark Diagnostic Division to its customers. * Provide on-site support to customers. * Support field personnel and district business objectives and goals. * Troubleshoot and resolve complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database. * Understand and follow the Quality System through accurate and timely documentation of complaint resolution. * Understand and practice regulatory and compliance procedures. * Maintain a safe work environment following laboratory safety guidelines. * Schedule and complete routine preventive maintenance, installations, and other updates provided by blithequark. **Integrate Effectively into the Service Team** * Work effectively within a diverse and dynamic team environment. * Support on-call rotation. * Time, territory, and inventory management. * Standby and after-hours responsibilities. * Flexible working hours. * Unpredictable Travel. * Travel for the support of other territories and training. * Providing on-site critical account support inside and outside of district boundaries. **Responsible for IRL Ownership to Achieve Organizational Goals and Customer Satisfaction** * Responsible for working cross-functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T). * Responsible for maintaining ownership of customer issues until successful escalation or handoff takes place. **Required Qualifications** * Bachelor's degree or equivalent relevant experience required. * Travel up to 25% required. **Preferred Qualifications** * Bachelor's/Engineering Degree in Bio Medical/Electrical/Mechanical or Medical Technology. * Practical experience in interfacing with customers. * Troubleshooting/problem-solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, PowerPoint, Internet, Remote Computing i.e. VPN, remote troubleshooting, etc.), effective communication skills, and strongly demonstrated interpersonal skills. **Skills and Competencies Required for Success** * Superior technical competency. * Pro-Active Account Management. * Complete instrument training across geographical IRL. * Implementing and maintaining the effectiveness of the quality system. * Providing superior customer service through applying effective communication skills to build loyalty while proactively managing and resolving high-stress situations. * Delighting our customers by providing support, including installation, Preventive Maintenance, and Technical Service Bulletins and repair by documenting, following up, and closing calls as per blithequark Diagnostics' quality system. * Partnering cross-functionally and internally while maintaining positive relationships and ensuring issues are addressed and resolved efficiently and satisfactorily while exceeding customer needs. * Successfully achieving the established business metrics, including service sales, cost of service, and key performance indicators for assigned customers/accounts. * Championing the utilization of remote support tools to proactively improve instrument uptime. * Proactively improving expertise through continuous learning and certifications. **Career Growth Opportunities and Learning Benefits** * blithequark offers a range of career development opportunities, including training programs, mentorship, and opportunities for advancement. * blithequark is committed to providing a supportive and inclusive work environment that encourages learning and growth. **Work Environment and Company Culture Highlights at blithequark** * blithequark is a global company with a diverse and inclusive culture. * We value our employees' contributions and provide a range of benefits and perks to support their well-being and success. * Our company culture is built on a foundation of integrity, respect, and teamwork. **Compensation, Perks, and Benefits** * The base pay for this position is $26.35 - $52.65/hour. * In specific locations, the pay range may vary from the range posted. * blithequark offers a range of benefits and perks, including health insurance, retirement savings plan, tuition reimbursement, and FreeU education benefit. **Conclusion** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Join blithequark and be part of a dynamic team that is dedicated to making a difference in people's lives. **How to Apply** To apply for this position, please visit our website at [insert website URL]. We look forward to hearing from you! **Equal Opportunity Employer** blithequark is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.