Technical Support Specialist II

3 weeks ago

San Diego, California, United States QuidelOrtho Full time

The Opportunity

QuidelOrtho is a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry, and transfusion medicine.

We are a team of over 6,000 strong, operating in over 130 countries, providing fast, accurate, and consistent testing where and when it's needed most.

Our culture prioritizes employee happiness, inspiration, and engagement, and we strive to build meaningful connections with each other.

We're committed to transforming the power of diagnostics into a healthier future for all.

The Role

We're hiring a Technical Support Specialist II to join our Technical Solutions Center (TSC) team, supporting our Blood Banking and Clinical Chemistry testing platforms and assays.

This position will work Thursday to Sunday, 18:30-5 ET, with the option to be hybrid based near our Technical Support Center in Rochester, NY or remote in the US.

The Responsibilities

  1. Focused on direct customer support, providing expert technical solutions for assay and instrument-related issues using telecommunication, chat, or other emerging technologies.
  2. Consistently displays the ability to lead troubleshooting management on one or multiple types of laboratory instrumentation with defined methodologies.
  3. Recognizes the clinical significance of tests performed in the laboratory.
  4. Displays a sense of urgency to resolve customer issues.
  5. Communicates with empathy and respect to customers, peers, and business partners.
  6. Identifies root cause to issues reported by customers and provides appropriate solutions.
  7. Supports Continuous Quality Improvement and customer satisfaction goals through modeling of appropriate ethical behavior.
  8. Able to clearly explain and present technical information within and outside the organization.
  9. Works independently and collaboratively with the Technical Solutions Centers team locally and globally to achieve goals.
  10. Understands and complies with all current cGMP and QSR requirements.
  11. Actively maintains technical and procedure knowledge.
  12. May deliver end customers and Technical Solution Center training as required.
  13. Perform other work-related duties as assigned.

The Individual

Required:

  • Degree or certification in Medical Laboratory Technology, Medical Technology, Medical Laboratory Science, or other relevant degree.
  • Minimum 3 years in a healthcare setting.
  • Customer-focused with excellent communication skills (written and verbal).
  • A team player that is self-motivated and interacts appropriately with peers.
  • A customer-focused mindset to help assist QuidelOrtho in meeting Company goals.
  • Ability to organize and express ideas, both verbal and written, in individual or group situations.
  • Technical and professional knowledge of systems and solutions, MS Office competency.
  • Ability to work a variable shift schedule including weekends and holidays.
  • Travel: less than 10% domestically.

Preferred:

  • Bi-Lingual English/Spanish.
  • 2 years in a healthcare setting with experience in Clinical Laboratory/Blood Bank.

The Key Working Relationships

Internal Partners:

  • Field Application Specialists, Global TSC team, Sales Representatives, and Product Specialists for critical cases related to technical services.
  • Technical Solutions Specialists, 2nd level Service/Staff Engineers, Field Engineers, Quality dep., Spare parts department.

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 is required.

70% of the time at the desk on computer or in meetings.

Ability to travel up to 20% globally required.

Travel includes airplane, automobile travel, and overnight hotel.

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