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Job Description & How to Apply Below
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 Role
At Quidel Ortho, we’re advancing the power of diagnostics for a healthier future for all. Join our mission as our next Technical Support Specialist (TSS). We are hiring for a Technical Support Specialist to join our Technical Solutions Center (TSC) team. The TSC team supports our Blood Banking and Clinical Chemistry testing platforms and assays and delivers end customer support in compliance with internal procedures with the objective to enhance remote resolution and satisfy customers.
The TSS is primarily responsible for first line triage of incoming technical calls from existing French‑speaking customers. The TSS is a valuable member of the Quidel Ortho Care team who is accountable for providing first line technical support for LS and TSR Team and directing calls to appropriate levels.
This position will work Eastern Time Zone.
Responsibilities
Customer Phone Support
Provide first line technical assistance
Complaint handling and problem resolution
Triage calls to appropriate levels
Effectively troubleshoot technical issues to optimize TSR dispatch rate
Appropriately identifies and manages potential health and safety calls
Acts as a customer advocate to represent customer needs internally
Assures issues identified by customers are appropriately addressed
Maintains high level of satisfaction relative to customer support
Regional Team Support
Customer training registration and travel coordination
Provide effective and proactive communication to all members of the regional team
Provides formal customer training at customer site as required
Provides translation verification assistance
Participates in technical training of AM’s, LS’s, TSR’s or other internal employees
Administration
Assures and complies with all cGMP and QSR requirements as defined by management and outlined in current SOP’s
Documents all customer complaints and inquiries in accordance with company and department SOP’s
Follows up on open complaints as required and ensures timely closure as appropriate
Complete all required paperwork in a timely fashion
Other Duties
French translation verification of the Urgent Notifications prepared for customers.
French translation verification of publications related to the ‑MTS Gel cards technology; ICR Role.
Regular follow‑ups with customers having particular needs or dissatisfactions and summary to the internal team involved
Assist in maintaining the small equipment inventory in MXP.
First line of communication with the OnCall services administration group for any Ortho issues or needs.
Perform other work‑related duties as assigned
Qualifications
Education:
Bachelor of Science, accredited Medical Laboratory program certification or equivalent
Experience:
Minimum 2 years’ laboratory experience
Bilingualism – French (written and spoken)
Good working knowledge of laboratory settings
Excellent knowledge of Quidel Ortho products and services
Good analytical skills with ability to troubleshoot complex system issues
Good working knowledge of all Microsoft Office programs
Strong organizational skills
Strong collaboration skills
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…
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