Technical Support Specialist II (Tu – Fr 10:30 – 19:00 ET, Sa - 8:00 – 16:30 ET)

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.

Technical Support Specialist II (Tu – Fr 10:30 – 19:00 ET, Sa - 8:00 – 16:30 ET)
 

The Role

As we continue to grow as QuidelOrtho, we are hiring for a Technical Support Specialist II (TSSII) 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. 

This position will work Tuesday - Saturday with a schedule of Tuesday - Friday 10:30 a.m. - 7:00 p.m. ET and Saturday 8:00-4:30 p.m. ET. Candidates can be hybrid based near our Technical Support Center in Rochester, NY or remote in the US.
 

The Responsibilities

• Focused on the direct support of our 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
• Supports Continuous Quality Improvement as well as customer satisfaction goals through modeling of appropriate ethical behavior in the work environment conducive to attaining goals and documenting properly the call activities
• Able to clearly explain and present technical information within and outside of the organization (i.e. technical resource to 3rd Party vendors, …