The Opportunity
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, we are seeking a Staff Service Engineer who is responsible for providing expert 3rd level support, service lifecycle management, and service support and readiness for new product introductions related to Middleware and Informatics products. This role is responsible for supporting QuidelOrtho’s customers as well as the Global Service Organization technical teams (TSC, FE, FAS, Automation Implementation) with customer escalations by providing expert technical support. This position can be remote in the US, with preference to be based Rochester, NY.
The Individual
Responsible for delivering improvements to service KPIs including reliability metrics, complaint metrics, and NPS.
Identify and implement customer-centric product and process improvements that deliver global service efficiencies.
Will be accountable for technical publications including mod instructions, service manuals, errors codes and other technical documents.
Work closely with other functions at QuidelOrtho including R&D, Quality, Operations and Supply Chain.
Drive design for serviceability with R&D and partners on next generation solutions.
Prepare service for launch readiness including service systems, training, spare parts, technical documents, controlled market release support, service reporting and e-connectivity updates.
Perform other work-related duties as assigned.
The Individual
Required
Bachelor’s degree in computer science, software engineering, IT or engineering discipline, or equivalent 5 years of relevant experience in an engineering and/or IT field.
Minimum of 5+ years of direct relevant experience required, with experience with Middleware / LIS / Clinical Labs / POC devices / assays preferred.
Experience conducting root cause investigations required.
Strong communication skills and customer-facing experience required.
Preferred
Experience within clinical diagnostic laboratory or emergency department desired, including interfacing devices to LIS.
Understanding FDA and global regulatory authorities’ diagnostics device regulations preferred.
Must be able to travel up to 20% globally and domestically.
INTERACTIONS:
Internal Partners: R&D, Quality, Operations, Supply Chain, Global Service Organization
External Partners: Customer laboratories and hospitals
WORK ENVIRONMENT: Majority at a desk and in an office setting, with occasional time working in customer laboratories and a hospital environment.
PHYSICAL DEMANDS: Travel up to 20% of time, including international trips.
Salary Transparency
The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $80,000 to $136,000 and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.
Equal Opportunity
QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at recruiting@quidelortho.com.
