Global Senior Service Engineer

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 we continue to grow as QuidelOrtho, we are seeking a Global Senior Service Engineer, responsible for providing expert 3rd level support, service lifecycle management, and service support and readiness for new product introductions, including software launches. This role is responsible for supporting Ortho's customers as well as Ortho Care technical teams (TSC, FE, LS, Implementation) with customer escalations by providing expert technical support. The individual will be responsible for delivering improvments to service KPIs including reliability metrics, complaint metrics, spare cost spend metrics and NPS. The individual will also identify and implement customer-centric product and process improvements that deliver global service efficiencies. The individual will be accountable for technical publications including mod instructions, service manuals, errors codes and other technical documents. Individual will work closely with other functions at Ortho including R&D, Quality, Operations and Supply Chain. The individual will also drive design for serviceability with R&D on next generation solutions. During these projects, individual will also prepare Ortho Care for launch readiness including service systems, training, spare parts, technical documents, controlled market release support, service reporting and e-connectivity updates.

Candidate must have the ability to articulate clearly all technical details to customers, sales, Ortho Care, regulatory and Business Field. This position is based in Rochester, NY.

The Responsibilities:

• Represent Ortho Care 3rd level support and readiness for new product introductions.
• Leads investigations and solves very complex problems across several different technologies and delivers solutions to FEs, FAS' and TSC's
• Global Ortho Care interface to other functions to support company initiatives and lifecycle management projects, ensuring that Ortho's portfolio is profitable and supportable.
• Proactively monitors global customer assay issues and delivers timely, customer-centric solutions by integrating input from experts in other functions.
• Interfaces with Clin Labs Strategic Business Unit and R&D during new product development, ensuring Ortho Care launch readiness for new product introductions
• Creates customized reports for root cause investigation. Uses statistical analysis and deductive reasoning to lead investigations. Uses and disseminates use of engineering investigation tools.
• Interacts successfully with customer leaders and influences key opinion leaders.
• Actively promotes the creation of customer advocacy.
• Drives and leads mentoring through organization.
• Perform other work-related duties as assigned.

The Individual

Required:

• Education: BA/BS, MA/MS, or equivalent (5 years) of relevant experience in an engineering or scientific field required
• Experience: Minimum of 5 year's engineering, Laboratory Medical Specialist, or TSC experience; or equivalent combination of education and experience required.
• Working outside normal office hours due to time zone differences may be required. A valid driver's license and clean driving record and passport is required.
• Travel: Ability to travel up to 20% globally as needed.

Preferred:

• Experience with Vitros Clinical Labs Assays / Analyzers.
• Understanding FDA and global regulatory authorities' diagnostic device regulations.
• Experience conducting root cause investigations.
• Strong communication skills-able to lead teams.

The Key Working Relationships:

• Internal - Ability to organize and express ideas clearly, verbal and written, in individual or group situations; Strong organizational skills, good follow through, appropriate follow up; Demonstrated leadership and ability to get the job done (within policy) in spite of obstacles; A pragmatic and self-motivated team player; and Ability to effectively prioritize and manage assigned workload within allotted time constraints.
• External- Demonstrated customer skills. Good listening skills. Ability to inspire confidence. Ability to establish customer relationships that will enhance the support of QuidelOrtho's overall business.

The Work Enviornment:

• 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. Travel includes airplane, automobile travel and overnight hotel.

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. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform 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 [email protected]