Technical Solutions Specialist II (Su-Th 12:00pm - 8:30pm)
Technical Solutions Specialist II (Su-Th 12:00pm - 8:30pm)
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Job Description
The Opportunity
QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics creating a worldleading in vitro diagnostics company with awardwinning expertise in immunoassay and molecular testing clinical chemistry and transfusion medicine. We are more than 6000 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.
Technical Solutions Specialist II (SuTh 12:00pm 8:30pm)
The Opportunity
As QuidelOrtho continues to grow we are seekingaTechnical Support Specialist II (TSSII)with hospital laboratory experience preferredbased at our Technical Solutions Center (TSC)located inRochester NYto support our Clinical Chemistry testing platforms and 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 12:00 p.m. 8:30 p.m. ET. Candidates can be hybrid based near our Technical Support Center in Rochester NY or remote in the US.
The Responsibilities
- Focused on the direct support of our customers by providing expert technical solutions for both assay and instrument related issues using telecommunication chat or other emerging technologies
- Consistently displays the ability to lead troubleshooting management on one or multiple types of laboratory instrumentation with defined troubleshooting methodologies like KepnerTregoe analytical troubleshooting Process Excellence and the like
- Recognizes the clinical significance of the tests performed in the laboratory
- Displays a sense of urgency to resolve customer issues
- Communicates with empathy and respect to customers peers and business partners
- Identifies root cause to issues reported by customers and provides appropriate solutions
- Supports Continuous Quality Improvement as well as customer satisfaction goals through modeling of appropriate ethicalbehavior in the work environment conducive to attaining goals
- 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.)
- Works both independently and collaboratively with the Technical Solutions Centers team locally and globally to achieve goals
- Understands and complies with all current cGMP and QSR requirements as defined by management our/or outlined in standard operating procedures as well as recording necessary documentation to comply with various regulatory agencies
- Actively maintains technical and procedure knowledge
- May deliver end customers and Technical Solution Center training as required
- Perform other workrelated duties as assigned
The Individual
- 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 selfmotivated & interacts appropriately with peers
- 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
- Work visa sponsorship is not available for this position
- Travel: less than 10% domestically
Preferred:
- BiLingual English/Spanish
- 2years 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
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 $65000 to $75000 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 noncontractual 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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Required Experience:
Unclear Seniority
Employment Type
Full-Time
