Laboratory Automation Support Specialist

Description:

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Role

As we continue to grow as QuidelOrtho, we are seeking a North America Laboratory Automation Support Specialist in the US. This is a remote, work from home position that offers a company car, gas card, laptop, and cell phone, and all vehicle maintenance will be covered by QuidelOrtho. This field based position will covers customer throughout the US.

The Responsibilities

The Laboratory Automation Support Specialist will coordinate, manage, implement, and perform escalation service support for new and existing automation and middleware equipment. He/she is actively engaged for the entire automation instrumentation installation, including pre-sale, pre-installation, installation, and instrument go-live and follow -up support.
Work with the Project Manager and Installation Engineer on pre-installation planning, initial installation, and set up, testing, connectivity, and troubleshooting for QuidelOrtho's middleware products with and without an QuidelOrtho automation system.
Provide support for QuidelOrtho's Middleware Solutions and respond to the most difficult system problems, counseling customers, Sales Representatives, Field Application Specialists (FAS), and Field Service Engineers on corrective and preventative measures. 
Demonstrate the leadership and expertise to mentor FASs and FSEs.
Perform pre-implementation activities including support of the sales process, pre-installation meetings, assess customer readiness for LIS interface communication, network security, and connectivity.
Establish customer-specific workflow decisions allowing the successful integration of QuidelOrtho products including automation.
Perform verification and acceptance testing, training of lab personnel.
Perform post-implementation support activities (on-site and remote) including answering questions, troubleshooting, and solving problems, following the QuidelOrtho's escalation process.
Perform other work-related duties as assigned.

The Individual

Candidates should be aware that the Company currently requires customer-facing workers to meet Customer Credentialing requirements which may include but are not limited to, up to date immunizations. The Company is an equal opportunity employer and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

Required

Education: BS/BA Degree in Medical Technology, Information Systems, Computer Science, or Computer Engineering is required.
Experience: Minimum of 3 years of experience in project management or similar field experience required.
Technical skills and knowledge with communication interface protocols, cabling & networking, data stream analysis, and troubleshooting.
Experience supporting and troubleshooting Windows operating systems, Ethernet and TCP/IP knowledge, browser configurations, internet connectivity configurations, firewall configurations, communication protocols including HL7, ASTM, or other protocols.
Previous experience in medical technology, workflow, Middleware devices, PC knowledge, networking, and interface protocols.
Experience in a hospital setting supporting Instrumentation and Laboratory Information Systems, including troubleshooting RS232 serial and TCP/IP interfacing.
Travel: Ability to travel up to 50% in US.

Preferred

Knowledge of the clinical lab is critical and IT professional certifications are preferred: A+, N+, S+, MCSE.

The Key Working Relationships

Internal Partners

Field Service: Field Service Engineer Associates, Senior Field Service Engineers, Area Service Engineers, Regional Service Managers, Area Service Directors
Sales: Area Sales Directors, Account Managers, Strategic Account Executives, Business Development Managers, Channel Sales Managers
Technical Specialists, Field Application Specialists, Area Technical Specialists, Technical Support Specialists
Interacts with other aspects of the organization as required (e.g., Finance, HR, IT, Customer Service, etc.)

External Partners

Customers including but not limited to Laboratory Managers, Supervisors.

The Work Environment

Typical work week and hours with overtime required in a outside field environment. Must have the discipline, organization skills and self-motivation to work autonomously in a home office environment. Must maintain a valid driver’s license and must own and maintain an automobile suitable for travel to customer sites, airport, etc. Travel includes airplane, train, automobile, and overnights. On a typical workday, 50% of time meeting with people, 20% of the time on computer, doing paperwork, or on phone.

The Physical Demands

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. While performing the duties of this job, regularly required to use hands to finger, handle, or feel and talk or hear. Frequently required to stand, walk, bend, twist, reach and sit. Occasionally required to reach, kneel, squat, or balance. Must be physically able to travel up to 80%. Must be able to lift up to 75 pounds.