Technical Support Specialist - Canada - Remote Eligible

Technical Support Specialist

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.

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.

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

The Individual Required

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

The Key Working Relationships

Internal Partners: Field Application Specialists, Global TSC team, Sales Representatives and Product Specialists for critical cases related to technical services Technical Solutions Specialists, 2nd level Service/Staff Engineers, Field Engineers, Quality dep., Spare parts department

External Partners: Customers, Lab technicians, Lab managers, biologists, biomedical engineers, IT technicians, service personnel

The Work Environment

The work environment characteristics are representative of an office environment. No strenuous physical activity, though occasional light lifting of files and related materials is required. 70% of the time at the desk on computer or in meetings. Ability to travel up to 20% globally required. Travel includes airplane, automobile travel and overnight hotel.

Salary Transparency

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on that facts and circumstances of each case. The salary range for this position is 87,000 to 108,000 CAD and is bonus eligible. 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.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at recruiting@quidelortho.com.