Technical Support Specialist I (Monday - Friday 8:30 a.m. - 5:00 p.m. ET) - Military Veterans

As we continue to grow as QuidelOrtho, we are seeking a Technical Support Specialist to join our Technical Solutions Center (TSC) team.  The Technical Support Specialist will provides technical support to medical professionals, sales representatives and laypersons primarily via the telephone.  Demonstrates medical knowledge and communication skills while providing excellent customer service to facilitate resolution of customer problems.  Works closely with domestic Sales, Marketing, Customer Service, QA, QC, Research and Development to address customer concerns, determine corrective action and customer follow-up. This position will work Monday - Friday 8:30 a.m. - 5:00 p.m. ET and is remote in the US.

The Responsibilities

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  Respond to domestic technical support inquiries and complaints and troubleshoot as needed. Demonstrate understanding of the fundamentals of female reproductive cycle and disease processes as they relate to our products.

  
  
  


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  Data entry of all inquiries, complaints, orders and follow-up with customers and sales representatives

  
  
  


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  Support domestic Sales, Marketing, and Customer Service with product issues and customer conflicts

  
  
  


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  Responsible for initiating and coordinating Return Goods Authorizations (RGAs) for serialized items

  
  
  


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  Assist with managing and maintaining the instrument tracking module in our ERP system

  
  
  


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  Assists with the creation of customer accounts in myvirena.com for all Virena customers.  Responsible for managing user accounts, reviewing new user requests and approving as appropriate. Maintains instrument pairing to ensure proper Virena router functionality. Works with outside resource to activate Virena routers upon shipment.

  
  
  


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  Assists with handling and managing instrument updates in the field, including customer notification and maintenance of ERP system information

  
  
  


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  Update technical documents as needed. For example: Technical Bulletins, Competitive Matrices, Troubleshooting Guides, etc.

  
  
  


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  Compile and analyze customer survey data

  
  
  


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  Review and complete proficiency testing applications prior to deadlines

  
  
  


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  Compile, summarize, and distribute proficiency data for assigned PT programs.  Take a leadership role in proactively working with other departments to resolve any potential discrepancies as well as the resolution of any complaints.

  
  
  


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  Maintain product references and bibliographies

  
  
  


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  Miscellaneous administrative responsibilities, i.e. copying, faxing, ordering, filing, etc.

  
  
  


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  Carries out duties in compliance with established business policies

  
  
  


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  Perform other work-related duties as assigned

  
  
  

The Individual

Required:

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  Education: Bachelors Degree in Life Sciences, or equivalent experience

  
  
  


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  Ability to accept ownership and responsibility for meeting deadlines

  
  
  


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  Strong technical skills regarding principles of product technology and disease processes as they relate to our products

  
  
  


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  Good communication (speaking and listening), interpersonal and telephone skills

  
  
  


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  Solid organizational/time management skills

  
  
  


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  Good follow up skills

  
  
  


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  Good understanding of computer skills.  Must be able to quickly learn new programs and/or modifications to the existing system.

  
  
  


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  Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude

  
  
  


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  Attention to detail

  
  
  


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  Ability to handle highly confidential subject matter

  
  
  


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  Ability to accept direction and constructive criticism

  
  
  


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  Ability to handle time sensitive projects with short notice

  
  
  


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  Ability to handle multiple tasks in a fast paced environment with moderate supervision

  
  
  


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  Travel: less than 10% domestically

  
  
  

Works on problems of minimal and occasionally diverse scope where analysis of data requires a review of identifiable factors.  Exercises judgment within generally defined practices and policies in selected methods and techniques for obtaining solutions.  Generally receives moderate instructions on routine work and more in depth instructions on new assignments or issues which are more complex in nature. Recognizes recurring issues and takes actions towards resolution or refers to appropriate individuals or team.  Able to provide concise correspondence of investigative results to customers.  Able to respond to customer questions and troubleshoot issues.

The Key Working Relationships

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  Internal (Sales) and External (end users and distributor reps) customers: Assist with global customer inquiries and complaints to resolve issues and provide support for customer needs

  
  
  


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  Customer Service, Shipping, Receiving, Receptionist: Product availability and replacement; complaint follow up

  
  
  


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  Process Groups: Proficiency testing and reporting; complaint testing

  
  
  


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  Research and Development and Marketing: Product and complaint issues; product development

  
  
  


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  Regulatory: Compliance issues

  
  
  


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  Facilities: Work environment related needs

  
  
  

The Work Environment

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  The work environment characteristics are representative of an office environment. 

  
  
  


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  No strenuous physical activity, though occasional light lifting of files and related materials is required. 60% of time in meetings, working with team, or talking on the phone, 40% of the time at the desk on computer, doing analytical work. Occasional travel 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 $48,000 to $56,000. 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.

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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.