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Customer Service Tech
Irving, Texas  |  Remote, Hybrid, Onsite
Contract Position
It appears that you have already applied to this job.
Applied on December 4, 2022
Job Id #60103 Posted October 20, 2022


  • Technical Support Representatives provide remote technical support to customers and field personnel for diagnostic products, instruments and assays.
  • The preferred candidate has a Bachelors Degree in Medical Technology or equivalent science degree.
  • This role serves as a first point of contact for medical diagnostics customers with instrument and / or assay issues.
  • The representative is also responsible for developing customer relationships and enhancing customer experience.
  • The role will initially include answering inbound phone calls, opening Service Tickets & triaging those tickets.
  • This role will evolve to include troubleshooting & diagnosis of complex technical issues.
  • 2-3 years’ experience in a medical laboratory are preferred.
  • Experience using company diagnostic laboratory equipment is preferred.

Main Responsibilities:

  • Manage and resolve complex customer issues via remote technology such as instrument screen sharing, predictive alerts, Log Analysis Tools, and company link IoT solution.
  •  Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve customer issues using technical information such as Operation Manuals, Knowledge Management, and Log Analysis Tools.
  • Utilize strong interpersonal communication skills while engaging with customers to resolve issues using Achieving Service Excellence model.
  • Utilizes the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.
  • Demonstrate ability to recognize and document product performance trends within the quality system by using the Global Service Reports.
  • Communicates with peers, including Sales, Field Service, Global Service Support, and Quality via phone, e-mail, or instant messaging.
  • Collaborates with team members and other support teams to ensure issue resolution.
  • Must be available to work odd shifts in this busy 24x7x365 Technical Call Center.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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