Technical Onboarding Specialist (701)

BioBridge Global•San Antonio, TX

About The Position

The Technical Onboarding Specialist leads 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 execute compliant onboarding across pre-analytical, analytical, and post-analytical phases, safeguarding data integrity and system alignment. The specialist manages technical intake and onboarding workflows, including requirements gathering, sample-handling protocols, LIMS configuration, test-method documentation, validation planning, client training, and go-live readiness. The role coordinates milestones and resources, supports troubleshooting and root-cause analysis, maintains audit-ready records, and develops scalable onboarding processes and knowledge resources. It also provides technical guidance and customer support throughout onboarding, including occasional support outside standard business hours and on weekends or holidays when needed. The position supports BioBridge Global’s ASPIRE values—Accountability, Stewardship, Pioneer, Integrity, Respect, and Excellence—and its mission and vision. It is expected to deliver responsive, high-quality service to internal and external customers, address feedback and complaints through established processes, monitor customer progress, and inform internal teams about product development and customer-success opportunities.

Requirements

Bachelor’s degree from an accredited four-year college or university.
Five or more years of experience in technical laboratory onboarding, transition management, or relevant work, including negotiation, growth, and customer-success experience.
Valid United States driver’s license.
Functional expertise in clinical laboratory techniques and the ability to execute and troubleshoot 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 across onboarding activities.
Ability to recognize, investigate, and resolve anomalies across pre-analytical, analytical, and post-analytical testing while protecting data integrity.
Ability to design structured onboarding programs and client-specific materials and deliver effective 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 on their features, functionality, and benefits.
Ability to interpret test results, communicate findings clearly, and help clients understand outcomes and implications.
Ability to build and maintain in-depth knowledge of existing QualTex Laboratories client accounts and use historical data and interactions to improve onboarding and partnerships.
Ability to enforce onboarding best practices, improve workflow efficiency, and drive cross-functional alignment to eliminate bottlenecks.
Capability to perform, evaluate, and report on 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 confidentiality, stay current with product updates and industry developments, and resolve onboarding issues effectively.
Professional, organized, detail-oriented, communicative, neat, and well-groomed; able to greet the public in a friendly and courteous manner.
Ability to operate motor vehicles in all types of weather conditions.

Nice To Haves

Salesforce experience.
United States passport.

Responsibilities

Design and deliver client-specific technical training on laboratory workflows, LIMS use, data-submission standards, and testing protocols in live and asynchronous formats.
Gather and validate client 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 compliance with internal QA/QMS policies.
Serve as a technical liaison for client escalations involving sample acceptability, method application, data integrity, and system performance.
Coordinate with Quality, Laboratory Operations, IT, and LIMS administrators to investigate root causes and resolve onboarding blockers; maintain an audit trail of escalations and remediation.
Manage onboarding timelines from pre-kickoff through validation and production launch, including milestone plans, gating criteria, progress monitoring, delay escalation, and resource alignment.
Maintain onboarding records, configuration checklists, sample-tracking logs, test-performance metrics, and validation summaries; generate KPIs for leadership and quality or audit reporting.
Identify opportunities to standardize onboarding playbooks and automate tracking and reporting.
Forecast onboarding test volumes with laboratory and project-management teams, align validation schedules with operational capacity, and ensure readiness of instrumentation, reagents, and staff.
Communicate client deliverables, timelines, and go-live requirements.
Provide training materials, simulation data, and hands-on walkthroughs for system workflows, data uploads, sample submission, and result retrieval; verify client readiness with checklists and dry runs.
Troubleshoot data integration issues, LIMS formatting errors, unexpected test results, and sample-processing exceptions; document outcomes and update SOPs to prevent recurrence.
Identify process gaps and recurring challenges, propose system or workflow improvements, and contribute to onboarding SOPs, technical knowledge bases, and validation libraries.
Revise onboarding frameworks to support scalability across service lines and client segments.
Provide support outside standard business hours, including occasional weekends or holidays, when required for time-sensitive onboarding, validation, simulations, or go-live 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.