Technical Support Specialist

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.

Location : Philippines

Work Timing : Sunday to Thursday 08:30 AM-5:30 PM

Position Summary :

Delivers end customer support in compliance with internal procedures and with the objective to enhance remote resolution and satisfy customers. Actively maintains technical and procedure knowledge. Delivers end customers and employees training as required. Understands and complies with all current cGMP and QSR requirements as defined by management our/or outlined in SOP’s.

Major Duties and Responsibilities :

• Responsible for the direct support of customers by providing expert technical solutions for both assay and instrument related issues using telecommunication, chat or other emerging technologies.

• Consistently displays the ability to lead troubleshooting management on one or multiple types of laboratory instrumentation with defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence, and the like.

• Recognizes the clinical significance of the tests performed in the laboratory.

• Displays a sense of urgency to resolve customer issues.

• Communicates with empathy and respect to customers, peers and business partners

• Identifies root cause to issues reported by customers and provides appropriate solutions

• Works both independently and collaboratively with the Technical Solutions Centers and local Affiliate team locally and globally to achieve goals.

• Understands and complies with all current cGMP and QSR requirements as defined by management our/or outlined in standard operating procedures as well as recording necessary documentation to comply with various regulatory agencies.

• Actively maintains technical and procedure knowledge.

• May deliver end customers and Technical Solution Center training as required.

• Supports Continuous Quality Improvement as well as customer satisfaction goals through modelling of appropriate ethical behaviour in the work environment conducive to attaining goals and documenting properly the call activities

• Clearly explain and present technical information within and outside of the organization.

Other Duties

• Overtime required occasionally

• Participates in local activities / User meeting / Field visits / projects

• Maintains Hotline Laboratory systems

Minimum Education or Equivalent Experience Required/Preferred

• Professional degree: Degree or certification in Medical Technology, Medical Laboratory Science, Information Systems, Degree in Biomedical or Engineering with IVD experience preferably

Minimum Years of Related Knowledge, Skills and Abilities Required/Preferred

• Minimum 3 years in a healthcare setting with experience in a Clinical Laboratory preferred

• Customer focused with excellent communication skills (written and verbal)

• Flexible schedule including weekends and holidays.

• Bi-Lingual (English and a 2nd language e.g. Tagalog / Korean / Thai etc.)

• Analysis and interpretation

• Build effective relationships

• Communication and presentation skills

• Independence

• Teamwork

• Complex problem solving

• Results and Performance Driven

• Sense of Urgency

• Technical and professional knowledge of systems and solutions

• Coaching

• Computer/MS Office competency

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