Technical Support Specialist II

1 week ago

Rochester, New York, United States Quidel Corporation Full time
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 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 - from home to hospital, lab to clinic.

Our culture prioritizes our team members' happiness, inspiration, and engagement. We strive to build meaningful connections with each other, believing that employee happiness and business success are linked.

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

The Role

As we continue to grow as QuidelOrtho, we're hiring a Technical Support Specialist II (TSSII) to join our Technical Solutions Center (TSC) team.

The Technical Solutions Center team supports our Blood Banking and Clinical Chemistry testing platforms and assays, delivering end-customer support in compliance with internal procedures and with the objective to enhance remote resolution and satisfy customers.

This position will work a variable shift schedule, including weekends and holidays, 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 by providing expert technical solutions for both 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 troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence, and the like.
  3. Recognizes the clinical significance of the 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 as well as customer satisfaction goals through modeling of appropriate ethical behavior in the work environment conducive to attaining goals and documenting properly the call activities.
  8. Able to clearly explain and present technical information within and outside of the organization (i.e., technical resource to 3rd Party vendors, medical personnel, marketing, service publications, training, R&D, etc.).
  9. Works both 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 as defined by management or outlined in standard operating procedures as well as recording necessary documentation to comply with various regulatory agencies.
  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

We're looking for an individual with:

  • Education: Degree or certification in Medical Laboratory Technology, Medical Technology, Medical Laboratory Science, or other relevant degree.
  • Experience: Minimum 3 years in a healthcare setting.
  • Customer-focused with excellent communication skills (written and verbal).
  • A team player that is self-motivated & 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; working effectively.
  • 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.

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 $65,000 to $75,000 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

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