Career Opportunities

Ortho Care Technical Solutions Specialist II -"Variable Shifts"

Posted on: Thursday, February 18, 2021
Organization: Ortho Clinical Diagnostics
Location: Rochester, NY

The Opportunity:

As Ortho continues to grow, we are seeking a Technical Support Specialist II -Clinical Labs "Variable Shifts" (TSSII) with hospital laboratory experience preferred, based at our Technical Solutions Center (TSC) located in Rochester, NY to support our Clinical Chemistry testing platforms and assays. This Technical Support Specialist II will

investigate, troubleshoot and manage  Analytical Chemistry,  Vitros equipment and software complaints from customers in a clinical laboratory setting. They will deliver end customer support in compliance with internal procedures and with the objective to enhance remote resolution and satisfy customers.

The Responsibilities:

  • 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, Process Excellence and the like.

  • Recognizes the clinical significance of the tests performed in the laboratory.

  • Displays a sense of urgency to resolve customer issues.

  • Communicates with empathy and respect to customers, peers and business partners.

  • 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 ethical  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 our/or 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.


The Individual:

  • Degree or certification in Medical Laboratory Technology, Medical Technology, Medical Laboratory Science or other relevant degree is required.

  • Bi-Lingual English/Spanish is a plus.

  • 2 years in a healthcare setting with experience in Clinical Laboratory/Blood Bank preferred. 

  • Customer focused with excellent communication skills (written and verbal).

  • Primarily afternoon/evening shifts 2pm-10:30pm EST. (includes Saturday or Sunday)

  • Work visa sponsorship is not available for this position.

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