The Opportunity
QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.
Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.
The Opportunity
As QuidelOrtho continues to grow, we are seeking a Technical Support Specialist 2 (TSS 2) with preferred hospital laboratory experience and general know Clinical Chemistry and ledge of both blood banking and generalist to support our Transfusion Medicine testing and platforms and assays. In this position you will investigate, troubleshoot and manage Vision equipment, Immunohematology assays, Analytical Chemistry, Vitros and software complaints from customers in a clinical laboratory setting and will deliver end customer support in compliance with internal procedures and with the objective to enhance remote resolution and satisfy customers.
This position will work Tuesday – Saturday: 1:30pm to 10:00pm ET. Candidates can be hybrid based near our Technical Support Center in Rochester, NY or remote in the US.
The Responsibilities
- Direct support of customers by providing expert technical solutions for advanced assay and instrument related issues using telecommunication, chat or other emerging technologies.
- Leading troubleshooting management on one or multiple product platforms and/or instrument types using defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence, etc.
- Communication with both a sense of urgency and with empathy and respect to customers, peers, and business partners.
- Recognizing and understanding the clinical significance of the tests performed in the laboratory using QuidelOrtho products.
- Identifying the root cause to issues reported by customers and provides
appropriate solutions in a timely manner. - Performing the daily activities of case management following global, local,
and departmental policies and procedures and external regulatory agency
requirements. - Ensuring thoroughness and accuracy of information provided to customers and tracks and manages open cases and case activities to ensure timeliness of remote resolution. May also arrange for return of product or submission of samples for internal investigation purposes.
- Data entry of all inquiries, complaints, and follow-up with customers and sales representatives.
- Understanding and complying with all current cGMP and quality system requirements as defined by management or outlined in standard operating procedures.
- Working both independently and collaboratively with the Technical Solutions
Center team members, both locally and globally, to achieve goals. - Active maintaining technical and procedure knowledge.
- Quality Focus: Supporting Continuous Quality Improvement as well as
customer satisfaction goals through modelling of appropriate ethical
behavior in the work environment conducive to attaining goals and
proper documentation of the customer interaction. - Customer Focus: Clear explaining and presenting technical information to
customers both within and outside of the organization. - Working major and minor holidays, evening and/or weekend shifts, as assigned; overtime required occasionally.
- May deliver training to peers.
- May deliver product training to end-users.
- Performing other work-related duties as assigned.
The Individual
- Required Skills:
- Degree or certification in Medical Technology, Medical Laboratory Science, Information Systems, Engineering, OR
- BS in a STEM field with 2-years related experience in technical customer support, OR
- Minimum 2 years’ Experience as a Technical Support Specialist 1 or Field Engineer required
- Customer focused with excellent communication skills (written and verbal) with a focus on customer follow-up.
- Strong technical skills regarding principles of product technology and
disease processes as they relate to our products. - Ability to work on issues of moderate scope where analysis of situations or data requires a review of a variety of factors.
- Strong service orientation and focus, adept at applying customer service
methods to create excellent service experience for customers. - Ability to accept ownership and responsibility for meeting deadlines.
- Excellent communication (speaking and listening) and interpersonal skills, including telephone skills/phone manner.
- Solid organizational/time management skills. Ability to handle time
sensitive projects with short notice. - Good understanding of computer skills with a focus on MS Office. Must be able to quickly learn new programs and/or modifications to the existing
system. - Proficient at multi-tasking, adapting quickly to change, dealing with ambiguity, and delivering concrete and positive results.
- Ability to work well under pressure while maintaining a positive attitude
and effective relationships. - Ability to handle highly confidential subject matter.
- Ability to accept direction and constructive criticism.
- Dedication to the combined success of the team based in individual
contributions as well as team-oriented collaboration
- Preferred:
- Bi-lingual a plus
- 2 – 3 years related experience in a clinical or physician office laboratory, preferred
The Key Working Relationships
Internal Partners:
- Global TSC team, Sales Representatives, Technical Support Specialists, 2nd Level Service and/or Staff Engineers, Field Service teams, Quality Operations, Spare Parts team.
External Partners:
- Customers, Lab technicians, Lab managers, Distributor partners, Physician Office staff, Nurses, laypersons, consumers, biomedical engineers, IT technicians, other service personnel
The Work Environment
Typical office environment with long periods of sitting, typing, and extensive telephone work. No strenuous physical activity, though occasional light lifting of files and related materials may be required. 70% of time working with customers, talking on the phone, conducting work on a computer; 15% of time interacting with TSC team members or receiving coaching and/or mentorship feedback; 15% of the time in meetings or working on projects.
Salary Transparency
The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on that facts and circumstances of each case. The salary range for this position is $64,000 to $74,000 and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time) and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.
Equal Opportunity
QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at recruiting@quidelortho.com
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