Skills

Communication Time Management Sales Attention to detail Training Organization

Job Specifications

The OpportunityQuidelOrtho 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 OpportunityAs 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 tocustomers 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 peersThe 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 RelationshipsInternal Pa

About the Company

> Bringing precision and passion in everything we do QuidelOrtho stands at the forefront of testing, tracking and disease analysis of health conditions ranging from HIV and hepatitis C to flu, strep and COVID-19. For decades, our precision and accuracy have guided clinicians and lab technicians in the moments that matter most. > Continuing our legacy in diagnostics Our portfolio serves the entire healthcare continuum: from high-volume, high-complexity hospitals and labs to point-of-care, retail and over-the-counter markets. ... Know more