Process Support Engineer at Applied Materials providing critical product lifecycle support. Guiding installations, diagnoses, and service of complex systems for semiconductor manufacturing.
About the role
- Technical Support Specialist providing expert technical solutions for advanced assay and instrument-related issues at QuidelOrtho. Leading troubleshooting and case management while ensuring customer satisfaction.
Responsibilities
- Responsible for the direct support of customers by providing expert technical solutions for advanced assay and instrument related issues using telecommunication, chat or other emerging technologies.
- Consistently displays the ability to lead troubleshooting management on one or multiple product platforms and/or instrument types using defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence, etc.
- Communicates with both a sense of urgency and with empathy and respect to customers, peers, and business partners.
- Recognizes and understands the clinical significance of the tests performed in the laboratory using QuidelOrtho products.
- Identifies the root cause to issues reported by customers and provides appropriate solutions in a timely manner.
- Performs the daily activities of case management following global, local, and departmental policies and procedures and external regulatory agency requirements.
- Ensures thoroughness and accuracy of information provided to customers and tracks and manages open cases and case activities to ensure timeliness of remote resolution.
- May also arrange for return of product or submission of samples for internal investigation purposes.
- Responsible for data entry of all inquiries, complaints, and follow-up with customers and sales representatives in compliance with.
- Understands and complies with all current cGMP and quality system requirements as defined by management our/or outlined in standard operating procedures.
- Works both independently and collaboratively with the Technical Solutions Center team members, both locally and globally, to achieve goals.
- Actively maintains technical and procedure knowledge. Quality Focus: Supports Continuous Quality Improvement as well as customer satisfaction goals through modelling of appropriate ethical behavior in the work environment conducive to attaining goals and proper documentation of the customer interaction.
- Customer Focus: Clearly explain and present technical information to customers both within and outside of the organization.
- Works major and minor holidays Evening and/or weekend shifts, as assigned Overtime required occasionally
Requirements
- Degree or certification in Medical Technology, Medical Laboratory Science, Information Systems, Engineering, or BS in a STEM field with 2-years related experience in technical customer support, or minimum 2 years’ Experience as a Technical Support Specialist 1 or Field Engineer required, or equivalent combination of education and experience
- Customer focused with excellent communication skills (written and verbal) with a focus on customer follow-up and interpersonal skills, including telephone skills/phone manner
- Strong service orientation and focus, adept at applying customer service methods to create excellent service experiences for customers
- Ability to accept ownership and responsibility for meeting deadlines
- Solid organizational/time management skills
- Ability to handle time sensitive projects with short notice
- Good understanding of computer skills with a focus on MS Office
- Must be able to quickly learn new programs and/or modifications to the existing system
- Proficient at multi-tasking, adapting quickly to change, dealing with ambiguity, and delivering concrete and positive results
- Ability to work well under pressure while maintaining a positive attitude and effective relationships
- Ability to handle highly confidential subject matter
- Ability to accept direction and constructive criticism
- Preferred: Bi-Lingual English/Spanish 2 - 3 years related experience in a clinical or physician office laboratory, preferred
Benefits
- medical, dental, vision, life, and disability insurance
- 401(k) plan
- employee assistance program
- Employee Stock Purchase Plan
- paid time off (including sick time)
- paid Holidays
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