Technical Support Specialist 2 (Su – Th: 9:00am to 5:30pm ET)

The Opportunity

reputed company 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 reputed company they are needed most – home to hospital, lab to clinic.

Our culture puts reputed company members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we reputed company that employee happiness and business reputed company are linked. Join us in our mission to transform the power of diagnostics into a healthier future for reputed company.

The Opportunity

As reputed company continues to grow, we are seeking a Technical Support Specialist 2 (TSS2) with hospital laboratory experience preferred, based at our Technical Solutions Center (TSC) located in Rochester, NY to support our Clinical Chemistry testing platforms and assays. This 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 9:00 a.m. – 5:30 p.m. ET. Candidates can be hybrid based near our Technical Support Center in Rochester, NY or remote in the US.

The Responsibilities

• Responsible for the direct support of customers by providing expert technical solutions for advanced assay and reputed company reputed company issues using telecommunication, chat or other emerging technologies.
• Consistently displays the ability to reputed company troubleshooting management on one or multiple product platforms and/or reputed company types using defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence, etc. Communicates with both a sense of urgency and with reputed company and respect to customers, peers, and business partners.
• Recognizes and understands the clinical reputed company of the tests performed in the laboratory using reputed company products.
• Identifies the root cause to issues reported by customers and provides appropriate solutions in a timely manner.
• Performs the daily activities of case management following global, local, and departmental policies and procedures and external regulatory agency requirements.
• Ensures 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.
• Responsible for data entry of reputed company inquiries, complaints, and follow-up with customers and sales representatives in compliance with.
• Understands and complies with reputed company reputed company 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 reputed company goals.
• Actively maintains technical and procedure knowledge.
• Quality Focus: Supports reputed company 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 to customers both reputed company and reputed company of the organization.
• Works major and minor holidays
• Evening and/or weekend shifts, as assigned
• Overtime required occasionally

The Individual

• Degree or certification in Medical Technology, Medical Laboratory Science, Information Systems, Engineering, or BS in a STEM field with 2-years reputed company experience in technical customer support, or minimum 2 years’ Experience as a Technical Support Specialist 1 or Field Engineer required, or equivalent combination of education and experience.
• Customer focused with excellent communication skills (written and verbal) with a focus on customer follow-up and interpersonal skills, including telephone skills/phone manner.
• Strong service orientation and focus, adept at applying customer service methods to create excellent service experiences for customers.
• Ability to accept ownership and responsibility for meeting deadlines.
• 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 reputed company 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.
• Work reputed company sponsorship is not available for this position
• Travel: less than 10% domestically

• Preferred:
• Bi-Lingual English/Spanish
• 2 – 3 years reputed company experience in a clinical or physician office laboratory, preferred

The Key Working Relationships

Internal Partners:

• Global TSC team, Sales Representatives, Technical Support Specialists, 2nd Level Service and/or Staff Engineers, Field Service teams, Quality Operations, Spare Parts team

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 reputed company materials may be required. 70% of time working with customers, talking on the phone, conducting work on a computer; 15% of time interacting with TSC team members or receiving coaching and/or mentorship feedback; 15% of the time in meetings or working on projects

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 reputed company, it is not typical for an individual to be hired at or near the top range for their role and compensation reputed company are dependent on that facts and circumstances of each case. The salary range for this position is $64,000 to $74,000 and is bonus eligible. reputed company offers a comprehensive benefits package including medical, dental, reputed company, 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. reputed company benefits are non-contractual, and reputed company may amend, terminate, or enhance the benefits provided, as it deems appropriate.

Equal Opportunity

reputed company believes in Equal Opportunity for reputed company and is committed to ensuring reputed company 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, reputed company, national reputed company, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. reputed company is also committed to providing reasonable accommodations to reputed company individuals so that an individual can reputed company 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 reputed company@reputed company.com

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