Technical Support Specialist I, Medical Device - San Diego, United States - Quidel Corporation
Description
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**Technical Support Specialist I, Medical Device**
San Diego, CA / Technical Support / Full time Quidels mission is to provide patients with immediate and frequent access to highly accurate, affordable testing for the good of our families, our communities and the world. We are a leading manufacturer of point of care diagnostic solutions. Quidels comprehensive product portfolio includes tests for a wide range of infectious diseases, cardiac and autoimmune biomarkers, as well as a host of products to detect COVID-19. Quidel pioneered the first FDA-cleared point-of-care test for influenza in 1999 and was the first to market a rapid SARS-CoV-2 antigen test in the U.S.
The Technical Support Specialist will provide technical support to medical professionals, sales representatives and laypersons primarily via the telephone. Demonstrates medical knowledge and communication skills while providing excellent customer service to facilitate resolution of customer problems. Works closely with domestic Sales, Marketing, Customer Service, QA, QC, Research and Development to address customer concerns, determine corrective action and customer follow-up. + Respond to domestic technical support inquiries and complaints, and troubleshoot as needed.
+ Demonstrate understanding of the fundamentals of female reproductive cycle and disease processes as they relate to our products.
+ Data entry of all inquiries, complaints, orders and follow-up with customers and sales representatives.
+ Support domestic Sales, Marketing, and Customer Service with product issues and customer conflicts.
+ Responsible for initiating and coordinating Return Goods Authorizations (RGAs) for serialized items.
+ Assist with managing and maintaining the instrument tracking module in our ERP system.
+ Assists with the creation of customer accounts in for all Virena customers. Responsible for managing user accounts, reviewing new user requests and approving as appropriate. Maintains instrument pairing to ensure proper Virena router functionality.
+ Works with outside resource to activate Virena routers upon shipment.
+ Assists with handling and managing instrument updates in the field, including customer notification and maintenance of ERP system information.
+ Update technical documents as needed. For example: Technical Bulletins, Competitive Matrices, Troubleshooting Guides, etc.
+ Compile and analyze customer survey data.
+ Review and complete proficiency testing applications prior to deadlines. Compile,
+ Summarize and distribute proficiency data for assigned PT programs. Take a leadership role in proactively working with other departments to resolve any potential discrepancies as well as the resolution of any complaints.
+ Maintain product references and bibliographies.
+ Miscellaneous administrative responsibilities, i.e. copying, faxing, ordering, filing, etc.
+ Carries out duties in compliance with established business policies.
**EDUCATION/EXPERIENCE**
+ B.S./B.A. in Life Sciences, or equivalent experience.
+ Previous work in clinical diagnostics is desired.
**KNOWLEDGE/SKILLS**
+ Ability to accept ownership and responsibility for meeting deadlines.
+ Strong technical skills regarding principles of product technology and disease processes as they relate to our products.
+ Good communication (speaking and listening) and interpersonal skills.
+ Good telephone skills / phone manner.
+ Solid organizational/time management skills.
+ Good follow up skills.
+ Good understanding of computer skills. Must be able to quickly learn new programs and/or modifications to the existing system.
+ Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude.
+ Attention to detail.
+ Ability to handle highly confidential subject matter.
+ Ability to accept direction and constructive criticism.
+ Ability to handle time sensitive projects with short notice.
+ Ability to handle multiple tasks in a fast paced environment.
+ Moderate supervision.
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Before you apply, please make sure you share Quidel s values. We pride ourselves on keeping these values in mind every day as we execute on goals and plan for the future. We are seeking employees who share the same mindset and commitment to be **customer driven**, **focused on execution**, and **new product oriented**. We succeed by being **determined**, **optimistic team players**. **Quidel is proud to be an Affirmative Action/Equal Opportunity Employer (Minorities/Women/Disabled/Veterans). We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.**