Support Engineer

• Direct support of customers by providing expert technical solutions for advanced assay and instrument related issues using telecommunication, chat or other emerging technologies
• Leading troubleshooting management on one or multiple product platforms and/or instrument types using defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence, etc.
• Communication with both a sense of urgency and with empathy and respect to customers, peers, and business partners
• Recognizing and understanding the clinical significance of the tests performed in the laboratory using QuidelOrtho products
• Identifying the root cause to issues reported by customers and provides appropriate solutions in a timely manner
• Performing the daily activities of case management following global, local, and departmental policies and procedures and external regulatory agency requirements
• Ensuring 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
• Data entry of all inquiries, complaints, and follow-up with customers and sales representatives
• Understanding and complying with all current cGMP and quality system requirements as defined by management or outlined in standard operating procedures
• Working both independently and collaboratively with the Technical Solutions Center team members, both locally and globally, to achieve goals
• Active maintaining technical and procedure knowledge
• Quality Focus: Supporting 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: Clear explaining and presenting technical information to customers both within and outside of the organization
• Working major and minor holidays, evening and/or weekend shifts, as assigned; overtime required occasionally
• May deliver training to peers
• May deliver product training to end-users
• Performing other work-related duties as assigned

Technical Support Specialist 2 – Tu - Sa 1:30 p.m. - 10:00 p.m ET

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