Career Opportunities

Technical Support Specialist II- Transfusion Medicine-"Overnight Shift"

Posted on: Thursday, February 18, 2021
Organization: Ortho Clinical Diagnostics
Location: Rochester, NY / Raritan, NJ
Description:

The Opportunity:

As Ortho continues to grow we are recruiting for a Technical Solution Specialist II Transfusion Medicine-"Overnight Shift" with a focus on Transfusion Medicine. We are currently seeking a friendly and highly skilled Technical Solution Specialist II to provide technical support to our growing customer base. This individual must be able to provide support via phone, email, chat or other channels as need.  Excellence is customer service skills is a must.

This position can be in Rochester, Raritan, or Remote.

The Responsibilities:

  • Delivers end customer support in compliance with internal procedures and with the objective to enhance remote resolution and satisfy customers.

  • Understands and complies with all current cGMP and QSR requirements as defined by management our/or outlined in SOP’s.

  • Investigates, troubleshoots and manages customers with Donor Screening equipment (Ortho Summit Processor, Verseia Pipetter and VIP) complaints and inquiries in accordance with internal procedures and customers’ requirements.

  •  Familiar with Qualitative enzyme immunoassay tests (ie.HBc Elisa, HCV Elisa) and be able to investigate, troubleshoot and manage customer complaints and inquiries in accordance with internal procedures and customers’ requirements.

  • Able to demonstrate leadership skills and take ownership of customer issues reported.

  •  Commitment, focus, and follow-through needed to see problems through to resolution.

  • Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction.

  • Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers.

Additional Responsibilities:

  • Maintains technical self-competence, knowledge of company procedures, and customer-related skills.

  • Works independently and as part of a team.

  • Contributes to process improvements.

  • Participates to meeting with affiliates (on site or via conference calls).

  • Participation in projects.

Requirements:

The Individual:

  • Bachelor of Science is required, BA/BS, MA/MS.

  • Minimum 3 years Laboratory experience in the area of Serology testing preferred.

  • Donor or Plasma Center experience a plus.

  • Strong technical experience in Transfusion Medicine including Donor Screening.

  • Excellent communication, written, verbal, and presenting skills.

  • Strong Continuous Process Improvement experience.

  • Primarily overnight shift, M-F 10pm -6am EST.

  • Fluent in English.

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