Technical Support Specialist 1

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 Technical Support Specialist 1 you will be providing product technical support to medical professionals and laypersons primarily via the telephone or email with the objective of enhancing remote resolution and maintaining customer satisfaction. This role must demonstrate basic medical or clinical laboratory knowledge, or knowledge of mechanical systems, and be able to communicate with professionalism and clarity.

You will deliver product end-user support in compliance with internal policies and procedures to address customer concerns, determine appropriate corrective actions required, and complete timely customer follow-up.

This position will work Monday - Friday: 9:00am to 5:30pm ET.

The Responsibilities

• Technical Support Delivery:
  • Responsible for the direct support of customers by answering inquiries and by providing technical solutions for instrument, printer, LIS, or basic assay related issues using telecommunication, chat, or other emerging technologies.
  • Must demonstrate a basic understanding of the fundamentals of QuidelOrtho product technology and clinical use application and respond to technical support inquiries and complaints with a sense of urgency. Able to identify root cause to issues reported by customers and provide appropriate solutions.
  • Communicates with empathy and respect to customers, peers, and business partners.
  • Responsible for data entry of all inquiries, complaints, and follow-up with customers and sales representatives in compliance with global, local, and departmental policies and procedures and external regulatory agency requirements.
  • 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.
• May occasionally participate in training peers

The Individual

• AAS or certification in Engineering or Information Technology with call center experience preferred, OR
• BS in Life Sciences or STEM field, OR
• degree or certification in Medical Technology, Medical Laboratory Science, Information Systems preferred, OR
• High School diploma with minimum 2 years equivalent technical consumer support or similar industry-related experience.
• Customer focused with excellent communication skills (written and verbal)
• Ability to understand and comply with all current cGMP and quality system requirements as defined by management our/or outlined in Standard Operating Procedures.
• Basic technical skills regarding principles of product technology and disease processes as they relate to our products.
• Ability to analyze and interpret technical information provided by internal and external customers.
• Ability to accept ownership and responsibility for meeting deadlines.
• Good telephone skills / phone manner.
• Organizational/time management skills.
• Ability to handle time sensitive projects with short notice.
• Good follow up skills.
• 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.
• Ability to handle multiple tasks in a fast-paced environment.
• Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude.
• Attention to detail.
• 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.

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.
• 80% of time working with customers, talking on the phone, conducting work on a computer.
• 10% of time interacting with TSC team members or receiving coaching and/or
  mentorship feedback.
• 10% 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 $43,000 to $73,000 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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