Technical Solutions Specialist II; Su

The Opportunity

Quidel Ortho 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 Quidel Ortho continues to grow, we are seekinga

Technical Support Specialist II (TSSII) with hospital laboratory experience preferred,based at our Technical Solutions Center (TSC) located in Rochester, 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 Quidel Ortho 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,
  or
  minimum 2 years’ Experience as a Technical Support Specialist 1 or Field Engineer required,
  or equivalent combination of education and experience.
• Customer focused…