Technical Support Specialist

Description:

QuidelOrtho, a global leader in in vitro diagnostics formed through the merger of Quidel Corporation and Ortho Clinical Diagnostics, is seeking a Technical Support Specialist 1 to join its Technical Solutions Center in Rochester, NY. This role is ideal for individuals who are passionate about combining customer service skills with technical and clinical expertise to support healthcare professionals and end-users.

As a Technical Support Specialist, you will be responsible for providing front-line product technical support to medical professionals, laboratory staff, biomedical engineers, IT technicians, nurses, and laypersons. Support will primarily be delivered via telephone, email, and digital communication channels. The role focuses on resolving product-related issues for diagnostic instruments, printers, LIS connectivity, and basic assay troubleshooting, ensuring customer satisfaction and timely problem resolution.

This position requires professionalism, empathy, technical competency, and excellent communication skills. You will also collaborate with cross-functional teams, contribute to continuous quality improvement, and maintain compliance with industry regulations and company standards.

Key Responsibilities:

• Provide direct product technical support to customers via phone, email, and other communication platforms, resolving issues related to instruments, printers, LIS systems, and assays.

• Apply basic medical, laboratory, or mechanical knowledge to identify root causes of technical problems and implement appropriate corrective actions.

• Maintain accurate documentation of all inquiries, complaints, resolutions, and follow-ups in compliance with departmental SOPs, cGMP, and regulatory requirements.

• Communicate with empathy and professionalism to strengthen customer relationships and ensure satisfaction.

• Support continuous quality improvement initiatives, modeling ethical behavior and ensuring accurate documentation.

• Participate in training, coaching, and mentoring sessions, occasionally assisting in peer training.

• Maintain current knowledge of product technology, clinical applications, and company procedures.

• Work collaboratively with global teams, including Sales, Field Service, Quality Operations, and Spare Parts teams, to ensure holistic customer support.

• Be available for occasional overtime, holiday shifts, evenings, or weekends as business requires.

Position Requirements:

Education/Qualifications:

• AAS or certification in Engineering or Information Technology with call center experience preferred, OR

• BS in Life Sciences, STEM, Medical Technology, or Medical Laboratory Science preferred, OR

• High School diploma with a minimum of 2 years equivalent technical support or industry-related experience required.

Skills & Competencies:

• Strong customer service orientation with excellent written and verbal communication skills.

• Working knowledge of product technology principles, disease processes, and diagnostic applications.

• Strong organizational, time management, and multitasking skills with the ability to prioritize effectively in a fast-paced environment.

• Proficiency in MS Office and ability to quickly learn new software systems.

• Analytical skills to interpret technical information and provide solutions.

• Strong phone manner, follow-up skills, and attention to detail.

• Ability to handle confidential information with professionalism and integrity.

• Team-oriented, adaptable, and receptive to constructive feedback.

• Bi-lingual language skills are a plus.

Work Schedule:

• Monday – Friday, 9:00 am – 5:30 pm ET

• Occasional overtime, evening/weekend shifts, and holiday coverage required.

Work Environment:

• Office-based setting involving prolonged computer and telephone use.

• Approximately 80% of the time will be spent communicating directly with customers, 10% collaborating with colleagues, and 10% in meetings or project work.

• Light lifting of files or materials may occasionally be required.

Compensation & Benefits:

• Annual salary range: $43,000 – $73,000 (approx. $3583 – $6083 monthly).

• Bonus eligibility.

• Comprehensive benefits package including medical, dental, vision, life, disability insurance, 401(k), Employee Stock Purchase Plan, Employee Assistance Program, paid time off (including sick time), and paid holidays.

Equal Opportunity Statement:
QuidelOrtho is an Equal Opportunity Employer committed to creating an inclusive workplace where all individuals can thrive. Employment decisions are made without regard to legally protected characteristics such as race, color, religion, gender, sexual orientation, gender identity, national origin, veteran status, disability, or genetic information. QuidelOrtho also provides reasonable accommodations for individuals with disabilities.