Technical Support Specialist - Canada

QuidelOrtho

13h • $87,000 - $108,000

About The Position

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 Role At QuidelOrtho, we’re advancing the power of diagnostics for a healthier future for all. Join our mission as our next Technical Support Specialist. We are hiring for a Technical Support Specialist (TSS) 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. The TSS is primarily responsible for first line triage of incoming technical calls from existing French-speaking customers. The TSS is a valuable member of the QuidelOrtho Care team who is accountable for providing first line technical support for LS and TSR Team and directing calls to appropriate levels. This position will work Eastern Time Zone.

Requirements

• Education: Bachelor of Science, accredited Medical Laboratory program certification or equivalent
• Experience: Minimum 2 years’ laboratory experience
• Bilingualism – French (written and spoken)
• Good working knowledge of laboratory settings
• Excellent knowledge of QuidelOrtho products and services
• Good analytical skills with ability to troubleshoot complex system issues
• Good working knowledge of all Microsoft Office programs
• Strong organizational skills
• Strong collaboration skills

Responsibilities

• Customer Phone Support
• Provide first line technical assistance
• Complaint handling and problem resolution
• Triage calls to appropriate levels
• Effectively troubleshoots technical issues to optimize TSR dispatch rate
• Appropriately identifies and manages potential health and safety calls
• Acts as a customer advocate to represent customer needs internally
• Assures issues identified by customers are appropriately addressed
• Maintains high level of satisfaction relative to customer support
• Regional Team Support
• Customer training registration and travel coordination
• Provide effective and proactive communication to all members of the regional team
• Provides formal customer training at customer site as required
• Provides translation verification assistance
• Participates in technical training of AM’s, LS’s, TSR’s or other internal employees
• Administration
• Assures and complies with all cGMP and QSR requirements as defined by management and outlined in current SOP’s
• Documents all customer complaints and inquiries in accordance with company and department SOP’s
• Follows up on open complaints as required and ensures timely closure as appropriate
• Complete all required paperwork in a timely fashion
• Other Duties
• French translation verification of the Urgent Notifications prepared for customers.
• French translation verification of publications related to the ID-MTS Gel cards technology; ICR Role.
• Regular follow-ups with customers having particular needs or dissatisfactions and summary to the internal team involved
• Assist in maintaining the small equipment inventory in MXP.
• First line of communication with the OnCall services administration group for any Ortho issues or needs.
• Perform other work-related duties as assigned

Benefits

• QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time) and paid Holidays.
• All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees