ALCOR Scientific ยท 10 hours ago
Technical Support Specialist
Smithfield, RI
Full-time
Onsite
Entry Level
2+ years expALCOR Scientific, a leading provider of diagnostic instrumentation and medical devices, is seeking a Technical Support Specialist who provides technical assistance to customers with ALCOR equipment in a safe and courteous manner. The role involves guiding customers through installation, providing technical support, and ensuring customer satisfaction with ALCOR products.
Health CareManufacturingMedical Device
Responsibilities
Actively facilitate lead gathering, qualification, and follow-up for tradeshows and other lead sources
Collaborate with sales to maintain revenue from existing accounts in assigned territories by selling consumables, and other products
Guide customers through installation of new iSED analyzers, and educate end users on how to achieve optimal product performance
Process data from crossover studies performed on new analyzers
Provide technical product support over the phone and via email to ensure end users can go live with laboratory instrumentation as quickly as possible and experience minimal down time
Develop and support web based operational training programs for new iSED customers
Follow quality procedures and initiate changes/improvements to procedures while adhering to ALCOR Quality Management System, and cGMP guidelines
Provide on-site application support as deemed appropriate by management
Support web-based quality control peer review program by setting up new customers, monitoring usage, and resolving customer issues
Ensure customer satisfaction with ALCOR Scientific diagnostic products is maintained
Provide prompt, accurate telephone support to customers while achieving the highest level of customer satisfaction
Create cases in Salesforce that record customer interactions that contain customer issues, the action provided, and verification that resolution was achieved, according to Alcor Scientific regulatory guidelines
Document and escalate technical issues to R&D and the Director of Marketing as needed
Provide product feedback/customer suggestions to Director of Marketing
Assist in coordinating team activities to develop action plans to resolve customer technical issues
Responsible for execution of agreed upon plans to achieve a consistent response to customers
Document and communicate complaints within Alcor Scientific regulatory guidelines
Interact with the Diagnostic Product Manager through appropriate escalation of customer issues to obtain prompt resolutions
Qualification
Required
Technical or Associates Degree in related field, i.e. Medical Laboratory Science or equivalent
Two years of Experience in Laboratory Environment or Medical Device Servicing
Must complete all required ALCOR QMS training for Technical Support Role
Customer Service skills; ability to communicate professionally and effectively
Proven ability to handle multiple projects and meet deadlines
Ability to understand and follow written and verbal instructions
Ability to understand any and all safety requirements and cautions
Company
ALCOR Scientific
Alcor Scientific is a designer and manufacturer of innovative diagnostic instrumentation and medical devices for the healthcare industry.
51-200 employees
H1B Sponsorship
ALCOR Scientific has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (1)
2022 (1)
2021 (3)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Water Street Healthcare Partners
2022-02-22Private Equity
Leadership Team
Jim Post
CEO Alcor Scientific
Aaron Erlandson
Chief Financial Officer
Recent News
PR Newswire UK
2025-09-17
Company data provided by crunchbase