THE OPPORTUNITY

QuidelOrtho 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 OPPORTUNITY

As QuidelOrtho continues to grow, we are seeking a Technical Support Specialist 2 (TSS 2) with preferred hospital laboratory experience and general knowledge of both blood banking and generalist to support our Clinical Chemistry and Transfusion Medicine testing platforms and assays . In this position you will investigate, troubleshoot and manage Analytical Chemistry, Vitros and Vision equipment and software complaints from customers in a clinical laboratory setting and will deliver end customer support in compliance with internal procedures and with the objective to enhance remote resolution and satisfy customers.

• 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 providesappropriate solutions in a timely manner.
• Performing the daily activities of case management following global, local,and departmental policies and procedures and external regulatory agencyrequirements.
• 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 SolutionsCenter team members, both locally and globally, to achieve goals.
• Active maintaining technical and procedure knowledge.
• Quality Focus: Supporting Continuous Quality Improvement as well ascustomer satisfaction goals through modelling of appropriate ethicalbehavior in the work environment conducive to attaining goals andproper documentation of the customer interaction.
• Customer Focus: Clear explaining and presenting technical information tocustomers 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.