About the role

Technical Support Specialist providing first line technical support for QuidelOrtho products and services. Handling customer complaints and troubleshooting issues for laboratory settings using strong analytical skills.

Responsibilities

Provide first line technical assistance
Complaint handling and problem resolution
Triage calls to appropriate levels
Effectively troubleshoots technical issues to optimize TSR dispatch rate
Appropriately identifies and manages potential health and safety calls
Acts as a customer advocate to represent customer needs internally
Assures issues identified by customers are appropriately addressed
Maintains high level of satisfaction relative to customer support
Customer training registration and travel coordination
Provide effective and proactive communication to all members of the regional team
Provides formal customer training at customer site as required
Provides translation verification assistance
Participates in technical training of AM’s, LS’s, TSR’s or other internal employees
Document all customer complaints and inquiries in accordance with company and department SOP’s
Complete all required paperwork in a timely fashion

Education : Bachelor of Science, accredited Medical Laboratory program certification or equivalent
Experience : Minimum 2 years’ laboratory experience
Bilingualism – French (written and spoken)
Good working knowledge of laboratory settings
Excellent knowledge of QuidelOrtho products and services
Good analytical skills with ability to troubleshoot complex system issues
Good working knowledge of all Microsoft Office programs
Strong organizational skills
Strong collaboration skills