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Hotline Agent at Diagnostica Stago, Inc. in parsippany, New Jersey

Posted in Health Care 30+ days ago.

Type: Part-Time

Job Description:

Diagnostica Stago, Inc., (DSI) is an industry leader in the science of hemostasis and thrombosis. Stago provides the total commitment of global resources and responsiveness, coupled with cutting edge technology and reliability. DSI is dedicated to continually developing and providing the very best hemostasis products, technical support, and services.

This position will be on site in Parsippany, NJ.

Hours: Monday -Tuesday 8:00 AM – 4:30 PM Eastern


Essential Duties & Responsibilities

  • Provides Technical telephone troubleshooting to customers concerning instrumentation reagents and applications.

  • Analyzes, diagnoses and provides troubleshooting support to Stago customers.

  • Provides customer retraining by phone concerning instrument operation, application, troubleshooting and maintenance.

  • Develop Stago Digital Product knowledge and understanding in order to aid/support Stago’s Digital Product Sales and Marketing initiatives and strategies through interactions with customers during support activity

  • Provides remote support to all Stago Digital Products, including Coag.One, and Middleware

  • Responsible for all aspects of dispatching and call documentation per SOP.

  • Provides feedback to the Hotline Manager concerning instrument or reagent open issues.

  • Determines need for FSE or TSS field intervention and dispatches when needed.

  • Provides feedback to Hot line manager concerning any instrument or reagent open issues.

  • Demonstrates high level of knowledge regarding all instruments and reagents provided by Diagnostica Stago.

  • Escalates complex issues to the appropriate persons, as indicated in departmental SOPs.

  • Ensures all instruments and reagents are functioning to Stago specification

  • Drive Customer Satisfaction by interacting with the customer in a professional manner.

  • Assists with special projects as assigned by management.

Education & Requirements:

  • Bachelor's degree in related field from an accredited four-year college or university required, Medical Technology/Medical Laboratory Technology/Engineering preferred;

  • Minimum 3-5 years related experience with Hemostasis experience required. Stago product knowledge a plus. Field support experience preferred.

  • ASCP preferred.

  • Up to 20% travel. Ability to travel domestic or internationally, if needed.


  • To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows.

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

  • Ability to write routine reports and correspondence describing technical issues.

  • Ability to define problems, collect data, establish facts, and draw valid conclusions.

  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

  • Type 30 words per minute.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description

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