[Hiring] Technical Support Specialist @QuidelOrtho

Role Description

At QuidelOrtho, we’re advancing the power of diagnostics for a healthier future for all. Join our mission as our next Technical Support Specialist. We are hiring for a Technical Support Specialist (TSS) to join our Technical Solutions Center (TSC) team. The Technical Solutions Center team supports our Blood Banking and Clinical Chemistry testing platforms and assays and delivers end customer support in compliance with internal procedures and 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 QuidelOrtho 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 troubleshoots 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 ID-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

• Bachelor of Science, accredited Medical Laboratory program certification or equivalent
• Minimum 2 years’ laboratory experience
• Bilingualism – French (written and spoken)
• Good working knowledge of laboratory settings
• Excellent knowledge of QuidelOrtho 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 Partners:
  • Customers, Lab technicians, Lab managers, biologists, biomedical engineers, IT technicians, service personnel

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.
• Ability to travel up to 20% globally required.

Salary Transparency

The salary range for this position is 87,000 to 108,000 CAD 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 non-contractual, 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.