Technical Solutions Specialist II (Su-Th 8:00am - 4:30pm ET)

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 seekingaTechnical Support Specialist II (TSSII)with hospital laboratory experience preferred,based at our Technical Solutions Center (TSC)located inRochester, NYto support our Clinical Chemistry testing platforms and assays.This Technical Support Specialist II will investigate, troubleshoot and manage Analytical Chemistry, Vitros equipment and software complaints from customers in a clinical laboratory setting. They 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 Sunday - Thursday 8:00 a.m. - 4:30 p.m. ET. Candidates can be hybrid based near our Technical Support Center in Rochester, NY or remote in the US.

The Responsibilities

• Responsible for the direct support of customers by providing expert technical solutions for advanced assay and instrument related issues using telecommunication, chat or other emerging technologies.
• Consistently displays the ability to lead troubleshooting management on one or multiple product platforms and/or instrument types using defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence, etc. Communicates with both a sense of urgency and with empathy and respect to customers, peers, and business partners.
• Recognizes and understands the clinical significance of the tests performed in the laboratory using QuidelOrtho products.
• Identifies the root cause to issues reported by customers and provides appropriate solutions in a timely manner.
• Performs the daily activities of case management following global, local, and departmental policies and procedures and external regulatory agency requirements.
• Ensures 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.
• Responsible for data entry of all inquiries, complaints, and follow-up with customers and sales representatives in compliance with.
• Understands and complies with all current cGMP and quality system requirements as defined by management our/or outlined in standard operating procedures.
• Works both independently and collaboratively with the Technical Solutions Center team members, both locally and globally, to achieve goals.
• Actively maintains technical and procedure knowledge.
• Quality Focus: Supports 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: Clearly explain and present technical information to customers both within and outside of the organization.
• Works major and minor holidays
• Evening and/or weekend shifts, as assigned
• Overtime required occasionally

The Individual

• 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, orminimum 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
• Ability to understand and comply with all current cGMP and quality system requirements as defined by management our/or outlined in Standard Operating Procedures.
• Flexible schedule including weekends and holidays.
• 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 experiences 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
• Work visa sponsorship is not available for this position
• Travel: less than 10% domestically

• Preferred:
• Bi-Lingual English/Spanish
• 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, biologists, biomedical engineers, IT technicians, service personnel

The Work Environment

• The work environment characteristics are representative of an office environment
• 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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