Technical Support Specialist 2
|Organization:||Ortho Clinical Diagnostics|
Ortho Clinical Diagnostics (OCD) is a leading provider of in vitro diagnostic products and services, offering accurate, timely, and cost-effective solutions for screening, diagnosing, monitoring and confirming diseases. The company is a strong, highly competitive organization with approximately 3,800 employees worldwide, and sales, marketing and logistics on six continents. OCD was recently acquired by the Carlyle Group, a highly respected global asset management company, as an independent, freestanding company. With new leadership and accelerated investment in research and development, OCD is well positioned for growth as a leading player in the global diagnostics market, tapping into rising demand for sophisticated medical diagnostic products and services worldwide. The Career Potential: We are committed to enabling diagnostics to fulfill its vital role in the continuum of care and its importance as the focus of healthcare changes from treating sickness to promoting wellness. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. You will have access to a broad and exciting array of experiences, opportunities and new directions at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That’s something we can all take pride in as we take this journey together.
The Opportunity: Ortho-Clinical Diagnostics is recruiting for aTechnical Support Specialist II (TSSII)with hospital laboratory experience, based at our Global Technical Solutions Centers (TSC) located inRochester, NYto support our Clinical Chemistry testing platforms and assays. The purpose of the Global TSC is to be a global team of experts for our customers, inspired by the spirit to serve.
The Responsibilities: The Technical Support Specialist will be responsible for the following: * Focused on the direct support of our customers by providing expert technical solutions for both assay and instrument related issues using telecommunication, chat or other emerging technologies. * Consistently displays the ability to lead troubleshooting management on one or multiple types of laboratory instrumentation with defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting or Process Excellence. * Recognizes the clinical significance of the tests performed by our customers. * Displays a sense of urgency to resolve customer issues. * Identifies root cause to issues reported by customers and provides appropriate solutions * Supports Continuous Quality Improvement as well as customer satisfaction goals through modeling of appropriate behavior in the work environment conducive to attaining goals * Able to clearly explain and present technical information within and outside of the organization (i.e. technical resource to 3rd Party vendors, medical personnel, marketing, service publications, training, R&D, etc.) * Works both independently and collaboratively with the Technical Solutions Centers team locally and globally to achieve goals. * Understands and complies with all current cGMP and QSR requirements as defined by management ouror outlined in standard operating procedures as well as recording necessary documentation to comply with various regulatory agencies. * Actively maintains technical and procedure knowledge. * May deliver end customers and Technical Solution Center training as required.
* Degree or certification in Medical Laboratory Technology, Medical Technology, Medical Laboratory Science or other relevant degree. * Customer focused with excellent communication skills (written and verbal) * Minimum 3 years in a healthcare setting with experience in Clinical Chemistry preferred * Flexible rotating schedule including some weekends and holidays. * Bi-Lingual EnglishSpanish or EnglishFrench or EnglishPortuguese a plus.