Technical Support Specialist 2 – Su, Th: 9:00am to 5:30pm ET
QuidelOrtho
Technical Support Specialist 2 – Tu - Sa 1:30 p.m. - 10:00 p.m ET
QuidelOrtho
full-time
Posted on:
Location Type: Hybrid
Location: Rochester • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $64,000 - $74,000 per year
Job Level
JuniorMid-Level
About the role
- 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
Requirements
- 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
- Minimum 2 years’ Experience as a Technical Support Specialist 1 or Field Engineer required
- Customer focused with excellent communication skills (written and verbal) with a focus on customer follow-up
- Strong technical skills regarding principles of product technology and disease processes as they relate to our products
- Ability to work on issues of moderate scope where analysis of situations or data requires a review of a variety of factors
- Strong service orientation and focus, adept at applying customer service methods to create excellent service experience for customers
- Ability to accept ownership and responsibility for meeting deadlines
- Excellent communication (speaking and listening) and interpersonal skills, including telephone skills/phone manner
- Solid organizational/time management skills
- Ability to handle time sensitive projects with short notice
- 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
- Proficient at multi-tasking, adapting quickly to change, dealing with ambiguity, and delivering concrete and positive results
- Ability to work well under pressure while maintaining a positive attitude and effective relationships
- 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
Benefits
- medical, dental, vision, life, and disability insurance
- 401(k) plan
- employee assistance program
- Employee Stock Purchase Plan
- paid time off (including sick time)
- paid Holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshooting methodologiesKepner-Tregoe analytical troubleshootingProcess Excellencedata entrycGMPquality system requirementsmedical technologymedical laboratory scienceSTEM field
Soft skills
communication skillscustomer focusservice orientationorganizational skillstime managementinterpersonal skillsability to work under pressureadaptabilityownership and responsibilityteam collaboration
Certifications
degree in Medical Technologydegree in Medical Laboratory Sciencedegree in Information Systemsdegree in Engineering
