Technical Onboarding Specialist (701)

BioBridge Global•San Antonio, TX

22d•$68,000 - $78,000

About The Position

The Technical Onboarding Specialist leads the technical implementation, validation coordination, and operational integration of new client services into QualTex’s laboratory testing infrastructure. The role collaborates with Laboratory Operations, Quality Assurance, IT, and Client Services to support compliant, accurate, and well-coordinated onboarding across pre-analytical, analytical, and post-analytical testing phases. The position owns client technical intake and onboarding workflows, including requirements gathering, sample-handling protocols, LIMS setup and configuration, test-method documentation, data mapping, validation planning, training, and launch readiness. It coordinates milestones and resources, tracks progress, troubleshoots technical issues, responds to client escalations, and maintains records and audit trails. The specialist also contributes to onboarding standards, reporting, knowledge resources, and process improvements to improve scalability, quality, throughput, and client satisfaction. The role may require support outside standard business hours, including occasional weekends or holidays, during time-sensitive validation, simulation, or go-live activities. The specialist is expected to uphold BioBridge Global’s ASPIRE values and support its mission and vision, while providing responsive service to internal and external customers.

Requirements

Bachelor’s degree from an accredited four-year college or university.
Five or more years of technical laboratory onboarding, transition management, or relevant experience, including negotiation, growth, and customer-success experience.
Expertise in clinical laboratory techniques and functional understanding of clinical laboratory methodologies across testing phases.
Current knowledge of relevant regulatory and quality standards, including FDA, EU, GHM, ISO, OSHA, and cGMP.
Ability to enforce SOPs and policies, identify compliance gaps, and drive adherence.
Ability to recognize, investigate, and resolve anomalies in pre-analytical, analytical, and post-analytical testing while protecting data integrity.
Ability to design structured onboarding programs and develop client-specific materials and training.
Ability to manage expectations and customer engagement from contract signing through revenue activation.
Comprehensive understanding of the testing services being onboarded and ability to guide clients and internal teams.
Ability to interpret test results and communicate findings and implications clearly to internal and external stakeholders.
Ability to develop in-depth knowledge of existing client accounts and use historical information to optimize onboarding and partnerships.
Ability to apply onboarding best practices, improve workflow efficiency, and coordinate across functions to reduce bottlenecks.
Valid United States driver’s license.
Ability to perform, evaluate, and report marketing analysis and develop business plans.
Excellent management, interpersonal, public-speaking, written, and oral communication skills.
Positive leadership skills and ability to use performance-excellence principles and tools for decision-making and planning.
Strong computer skills.
Ability to maintain confidential information.
Ability to stay current on product updates, new features, and industry developments.
Professional, organized, detail-oriented, communicative, neat, and well-groomed; able to greet the public in a friendly and courteous manner.
Ability to recognize and facilitate resolution of unusual results or difficulties in laboratory testing.
Ability to identify and resolve onboarding issues quickly and effectively.
Ability to operate motor vehicles in all types of weather conditions.

Nice To Haves

Salesforce experience.
United States passport.

Responsibilities

Lead the design and delivery of client-specific technical training on laboratory workflows, LIMS use, data submission standards, and testing protocols, incorporating relevant regulatory requirements and industry practices.
Own technical intake for new clients by gathering and validating business rules, testing panels, sample matrix specifications, labeling formats, and data-interface requirements.
Maintain accurate, version-controlled onboarding documentation, including client SOPs, trackers, validation protocols, and configuration templates, in accordance with internal QA/QMS policies.
Serve as a technical liaison for client escalations involving sample acceptability, method application, data integrity, and system performance; coordinate root-cause analysis and resolution with internal teams and document remediation actions.
Coordinate onboarding timelines from kickoff through validation and production launch, establish milestone plans and gating criteria, monitor progress, escalate delays, and align resources across departments.
Maintain onboarding records, generate KPIs and reports, support audits, and identify opportunities to standardize playbooks and automate tracking and reporting.
Forecast onboarding test volumes and coordinate validation timelines and operational capacity with laboratory and project management teams.
Ensure instrumentation, reagents, and staffing readiness for contractual testing commitments, and communicate client deliverables, timelines, and go-live requirements.
Provide clients with training materials, simulation data, and walkthroughs covering system workflows, data uploads, sample submission, and result retrieval; verify readiness using checklists and dry runs.
Troubleshoot data integration issues, LIMS formatting errors, unexpected test results, and sample-processing exceptions; document outcomes and update onboarding SOPs to prevent recurrence.
Identify process gaps and recurring challenges, and contribute to onboarding SOPs, technical knowledge bases, validation libraries, and scalable onboarding frameworks.
Provide support outside standard business hours when necessary, including occasional weekends or holidays for time-sensitive onboarding needs.
Monitor customer progress during onboarding and provide feedback to internal teams to inform product development and customer-success strategies.
Perform other duties as assigned to support onboarding operations, technical services, and enterprise implementation priorities.
Assist other departments as assigned.
Uphold BioBridge Global’s ASPIRE values and support the enterprise mission and vision.
Provide responsive customer service through multiple feedback channels and resolve issues in accordance with customer engagement, feedback, and complaint processes.