Technical Support Specialist
2 weeks ago
Athens, OH / Technical Support / Full time Quidel Corporation is a is a leading manufacturer of diagnostic solutions at the point of care, delivering a continuum of rapid testing technologies that further improve the quality of health care throughout the globe. An innovator for over 40 years in the medical device industry, Quidel pioneered the first FDA-cleared point-of-care test for influenza in 1999 and was the first to market a rapid SARS-CoV-2 antigen test in the U.S. Under trusted brand names Sofia, Solana, Lyra, Triage and QuickVue, Quidels comprehensive product portfolio includes tests for a wide range of infectious diseases, cardiac and autoimmune biomarkers, as well as a host of products to detect COVID-19. With products made in America, Quidels mission is to provide patients with immediate and frequent access to highly accurate, affordable testing for the good of our families, our communities and the world.
The Technical Support Specialist provides technical support to medical professionals, sales representatives and laypersons primarily via the telephone. Demonstrates medical knowledge and communication skills while providing excellent customer service to facilitate resolution of customer problems. Works closely with Global Sales, Marketing, Customer Service, QA, QC, and Research and Development to address customer concerns, determine corrective action and provide customer follow-up.
**ESSENTIAL FUNCTIONS -**
Responds to global technical support inquiries and complaints and troubleshoots as needed.
Demonstrates understanding of the fundamentals of disease processes as they relate to our products.
Performs real-time data entry of all inquiries, complaints, orders and follow-up with customers and sales representatives.
Supports domestic Sales, Marketing, and Customer Service with product issues and customer conflicts.
Responsible for initiating and coordinating Return Goods Authorizations (RGAs) for serialized items.
Assists with managing and maintaining the instrument tracking module in our ERP system.
Supports Global Sales, Marketing, Customer Service and International office staff with product issues and customer conflicts.
Provides technical expertise as required (i.e., training, field work, trade shows, new product launches, etc.).
Compiles and analyzes customer survey data.
Reviews and completes proficiency testing applications prior to deadlines.
Compiles, summarizes and distributes proficiency data for assigned PT programs.
Takes a leadership role in proactively working with other departments to resolve any potential discrepancies as well as the resolution of any complaints.
Maintains product references and bibliographies.
Performs miscellaneous administrative responsibilities, i.e. copying, faxing, ordering, filing, etc.
Develops or updates technical documents as needed. For example: Technical Bulletins, Competitive Matrices, etc.
Orders office supplies, Quidel and competitor kits, and proficiency samples.
Works on problems of minimal and occasionally diverse scope where analysis of data requires a review of identifiable factors.
Exercises judgment within generally defined practices and policies in selected methods and techniques for obtaining solutions.
Receives moderate instructions on routine work and more in-depth instructions on new assignments or issues which are more complex in nature.
Recognizes recurring issues and takes actions towards resolution or refers to appropriate individuals or team.
Provides concise correspondence of investigative results to customers.
Responds to customer questions and troubleshoot issues.
Carries out duties in compliance with established business policies
**EDUCATION, SKILLS & EXPERIENCE -**
**Education and Experience:**
B.S./B.A. in Life Sciences or equivalent combination of education and experience required.
**Knowledge/Skills:**
Strong technical skills regarding principles of product technology and disease processes as they relate to our products preferred.
Good communication (speaking and listening) and interpersonal skills required.
Good telephone skills / phone manner required.
Solid organizational/time management skills required.
Good follow up skills required.
Ability to accept ownership and responsibility for meeting deadlines required.
Good understanding of computer skills required.
Ability to quickly learn new programs and/or modifications to the existing system required.
Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude required.
High attention to detail required.
Ability to handle highly confidential subject matter required.
Ability to accept direction and constructive criticism required.
Ability to handle time sensitive projects with short notice required.
Ability to handle multiple tasks in a fast-paced environment required. Before you apply, please make sure you share
Quidel s
values. We pride ourselves on keeping these values in mind every day as we execute on goals and plan for the future. We are seeking employees who share the same mindset and commitment to be
**customer driven**,
**focused on execution**, and
**new product oriented**. We succeed by being
**determined**,
**optimistic team players**.
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