Technical Account Specialist II - Seattle Category: Life Science Employment Type: Direct Hire Reference: BH-382902-1 Yoh is hiring a Technical Account Specialist for our client in Seattle, WA. In the Technical Account Specialist role, you will be responsible for providing solution-oriented consultative training, technical support, and troubleshooting to customers at their facility, and via phone and remote access. They are seeking a highly motivated and independent individual with strong background in blood banking (immunohematology). This position will also be responsible for customer relationship management, ensuring accurate and complete commercial positioning and collaborating with interdepartmental teams to ensure efficient implementation and go-live, proper resolution of customer inquiry and complaints, and completing regulated documentation in the CRM system. Industry: Diagnostics Location: Seattle, WA (remote - local travel is required) Compensation: $40/Hr - $50/Hr Type: Direct Hire Job Functions Serves as the lead technical expert for field support staff with identification, analysis, and resolution of complex instrument implementations, including pre-installation planning to resolution of post-implementation issues. Provides analysis, feedback and recommendations on product failure trends and service ability issues Coaches and guides new staff and provides hands-on learning opportunities in the field. Liaison with other departments to resolve diverse issues which affect customers Assists TAS I with difficult technical calls that requires more in depth troubleshooting and ensures documentation in CRM for accuracy and timely solutions Gathers data, reads instrument logs to identify errors, and analyzes trends regarding instrumentation and reports findings to Management, Global Response Teams and respective departments Responsible for providing regular communication to DxCTS and Account Managers regarding account performance, participates in process improvements Collaborates with Global Response Team and conducts root cause analysis for reagent concerns and trends Cross trained on more than one instrument and executes all levels of installations, reagent investigations, etc. Identifies and make recommendations for improvements to products, functions, and processes to drive key performance metrics Provide technical support (e.g. upgrades, installation and troubleshooting) for networks and software Participate in investigations and troubleshoot customer complaints and inquiries specific to designated software and systems applications. Participate in complaint trending activities for specific products Participate in deviation investigations for designated IT/software product issues and assist with implementation of associated corrective actions Manages technical concerns and training of multiple laboratory clients and multitasks to meet competing deadlines. Responsible for customer relationship management by responding to clients within designated timeframe regarding inquiries, complaints, service calls and product solutions at customer sites and company's facilities of reagents and assays. Independently manages schedules including travel arrangements, appointments at client site and coordination of order and delivery of reagents. Executes implementation activities from pre-implementation through go live including but not limited to instrument configuration, LIS connectivity, customer training and instrument validation support Independently coordinates and provides technical training, consultation and ongoing support of company's diagnostic products at client site. Independently manages schedule and travel reservations to accommodate for client support activities. Proactively and independently manages ongoing reagent and assay investigations per manufactures requirements inc