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Overview

M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Since its inception in 2010, National Reference Laboratory (NRL) has expanded from a single standalone reference laboratory to a network of 12 state-of-the-art facilities across the United Arab Emirates. NRL provides world-class diagnostic services to the M42 network and partners with more than 250 clients from a wide range of market segments, including private and government hospitals, medical centers and clinics, corporate organizations, and other reference laboratories.

The Officer, Lab Technical Support acts as the first point of contact for clients and service users, providing support for laboratory-related inquiries through the service desk, email, and call center. The role ensures effective communication between clients and the laboratory, helping maintain service efficiency, timely results delivery, and high customer satisfaction.

Responsibilities

• Act as the primary point of contact for client inquiries via service desk, email, and call center.

• Manage and resolve service desk tickets while ensuring response and resolution KPIs are met.

• Coordinate with laboratories and external service providers to ensure timely processing of referred tests.

• Monitor pending referral tests and follow up to ensure results are delivered within agreed turnaround times (TAT).

• Liaise with logistics providers to coordinate urgent sample collection and transportation requirements.

• Handle customer complaints and maintain proper documentation and correspondence.

• Generate reports and data for clients and internal stakeholders.

• Monitor special client accounts to ensure timely result delivery and proactive communication.

Qualifications

• Bachelor’s degree in Medical Laboratory Science, Life Sciences, or a related field.

• 1–3 years of experience in laboratory operations, healthcare customer service, or technical support.

• Strong communication and customer service skills with the ability to manage client inquiries professionally.

• Experience using service desk systems, call center platforms, or laboratory information systems (LIS) is preferred.

• Ability to manage multiple requests, prioritize tasks, and meet KPIs in a fast-paced environment.

• Strong attention to detail and ability to work collaboratively with multidisciplinary teams.

• Act as the primary point of contact for client inquiries via service desk, email, and call center.

• Manage and resolve service desk tickets while ensuring response and resolution KPIs are met.

• Coordinate with laboratories and external service providers to ensure timely processing of referred tests.

• Monitor pending referral tests and follow up to ensure results are delivered within agreed turnaround times (TAT).

• Liaise with logistics providers to coordinate urgent sample collection and transportation requirements.

• Handle customer complaints and maintain proper documentation and correspondence.

• Generate reports and data for clients and internal stakeholders.

• Monitor special client accounts to ensure timely result delivery and proactive communication.

• Bachelor’s degree in Medical Laboratory Science, Life Sciences, or a related field.

• 1–3 years of experience in laboratory operations, healthcare customer service, or technical support.

• Strong communication and customer service skills with the ability to manage client inquiries professionally.

• Experience using service desk systems, call center platforms, or laboratory information systems (LIS) is preferred.

• Ability to manage multiple requests, prioritize tasks, and meet KPIs in a fast-paced environment.

• Strong attention to detail and ability to work collaboratively with multidisciplinary teams.