Career Opportunities

Technical Support Specialist II

Posted on: Monday, September 9, 2019
Organization: Ortho Clinical Diagnostics
Location: Rochester, NY

Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. 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. There is no limit to the experiences, opportunities and new directions you will have access to here 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.

Ortho is known in the industry as a leader in customer service and support.  Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do.  It’s who we are.  If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.

The Opportunity:

As the company continues to grow, we are seeking a Technical Support Specialist II (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.  

The Responsibilities:

The Technical Support Specialist II 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, 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
  • 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)
  • Variable shifts available
  • Work visa sponsorship is not available for this position

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