Sr. Product Support Specialist
Horizontal Talent

Job Description:
Primary Responsibility:

• Review service ticket documentation to identify potential reportable events.
• Potentially reportable events are situations where an Client device may impact the health or safety of the user of the medical device, or the patient that is being tested by the device.
• Examples might include cases of fire, a user injured by the device, or an incorrect patient test result that might impact the health of the patient.

The Reviewer will use the Client ticket documentation procedures to identify if the ticket:

• meets the definition of a potential reportable event, or
• if the ticket documentation does not provide enough detail for the reviewer to make the judgement.
• The ticket reviewer, based upon their evaluation of the ticket, would follow up with the owner of the ticket to update the ticket documentation to correct any identified issues.
• The global regulatory requirements dictate that reportable events must be identified and reported within days of the event.
• Therefore, this position requires the reviewer to make accurate and timely decisions on each ticket.
• This position is located onsite within Client Irving office, and requires reading/reviewing tickets and corresponding with ticket owners via email for 8 hours/day.
• No travel is expected.
• This role requires experience in working with in-vitro diagnostic instruments and the associated clinical tests, specifically in the areas of clinical chemistry, immunoassay, and hematology.
• Candidates need to have a degree in Medical Technology, Medical Laboratory Technician, or a closely related field of study.
• Two (2) or more years' experience working in a clinical laboratory and reviewing testing results is recommended.
• The role also requires strong written and verbal English communication skills to communicate with the ticket owners and others within the Client organization.

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