Technical Services Specialist
Company: Qvella Corporation
Location: Portland
Posted on: May 17, 2022
Job Description:
Job DescriptionAn exciting opportunity for a Technical Service
Specialist. This is a permanent opportunity with Qvella
Corporation. We are only looking for one candidate preferably in
California (Carlsbad, San Diego, Irvine, San Francisco), but open
to different regions on the West coast such as Arizona or Oregon
(must be near a major airport).Qvella is an early-stage IVD
diagnostics company building the infrastructure to field and
support transforming products in the clinical microbiology market
in the coming months. We are looking for an ambitious, driven,
relationship-focused and experienced professional that will work in
a fast paced, entrepreneurial environment. Required attributes
include relevant experience, a positive attitude and flexibility to
handle typical growing pains of a fast-growing early-phase start-up
company. Nature and Scope of Work:This Technical Service Specialist
role is responsible for providing technical service support to
external clients including fielding and resolving technical service
issues with end customers both remotely and on-site, providing
troubleshooting support and identifying solutions. The position
will work closely with Marketing, Sales, R&D, Production and
Quality staff to carry out technical product support including
triaging and resolving inquiries, complaints and investigations in
a regulated environment. This role will have also responsibilities
for keeping our medical device instruments operational in the field
on client sites across the western United States; troubleshooting
the equipment on-site, advising the customer on how to use and
maintain the equipment, and creating reports of the customer
service calls and document details accordingly based on established
procedures.Essential Duties and Responsibilities:To perform this
job successfully, an individual must be able to perform each
essential duty satisfactorily:
- This in-house-based position has intermittent extensive
domestic travel providing support to customers including initial
triage, logging, troubleshooting and driving to completion
resolution and closure of any inquiries and complaints.
- Deliver onsite customer facing and remote support to diagnose
and autonomously repair instruments in a laboratory
environment.
- Maintain an accurate log of customer interactions as per
SOPs.
- Collaborate with internal teams and share information across
the organization to build positive relationships with customers and
internal teams.
- Service existing accounts by analyzing work orders, planning a
daily travel schedule, reviewing concerns, conducting tests, and
resolving problems.
- Primary responsibility for troubleshooting of routine product
inquiries and complaints.
- Take ownership and manage progress through completion and
closure of investigations in collaboration with Quality,
Development, Operations and other functions as appropriate.
- Once products are commercial and the group is established, on a
rotating basis provide hotline support after hours and weekends as
designated (24/7 coverage).
- Work closely with Sales team to assist in the sales process and
provide efficient and effective information and support to current
or potential customers.
- Management of personal inventory/trunk stock for successful
repairs, field support and cost management.
- Other tasks, projects and duties related to Technical Service
as requested.Qualifications and Requirements:
- A minimum of 3 years technical support experience with at least
2 of those in an FDA-regulated environment, preferably In-vitro
Diagnostics
- Excellent written and verbal communication skills with the
ability to communicate complex technical issues
- Excellent attention to detail, analytical problem solving, time
management and interpersonal skills
- Resourceful, with the ability to work independently, adapt to
frequent changes and do what is required to get the job done
- Proven Field Service experience working in a lab environment,
including experience in BSL2 and BSL3 labs
- High-level ability to test, troubleshoot, service, and repair
automated equipment
- Knowledge of clinical laboratory practices and procedures
related to microbiological testing and molecular testing, including
assays and instrumentation.
- Working knowledge of the hospital-based emergency department,
critical care areas and laboratory environments; knowledge of
infection control practices in hospitals a plus
- Knowledge or experience using internet-based remote system
diagnostics a plus
- Valid driver's license and good driving record is required
- Ability to lift up to 55 lbs (-25kgs)
- Ability to work flexible hours and adapt to changing work
schedules (not limited to Monday through Friday)
- Ability to travel both domestically and internationally
(Canada) extensively as neededEducation:
- Bachelor's degree in a related science; an advanced degree in
Biotechnology, Bio-engineering, Biochemistry, Microbiology,
Molecular Diagnostics or a related field highly desirable.In
support of our commitment to a healthy and safe workplace, Qvella
Corporation has a vaccination requirement as a condition to the
offer of employment. Fully vaccinated is defined as having received
a completed series of an accepted COVID-19 vaccine, as recommended
or approved by the World Health Organization and having received
the final dose at least 14 days before your employment start date.
Ongoing boosters may be required in the future as a continuing
condition of employment, as they are announced by the Centers for
Disease Control and Prevention (CDC). We will provide a full copy
of our policy at the time of offer. The candidate will be asked to
provide Qvella with proof of full vaccination, prior to their
employment start date in order to verify the successful completion
via an official receipt. The requirement to be fully vaccinated is
subject to the local legislation. If the candidate is unable to
vaccinate for a reason protected by local legislation, a request
for accommodation can be made upon written proof, satisfactory to
the company.What are you waiting for? Apply Now!Qvella is an equal
opportunity employer. We are committed to a diverse and inclusive
workplace for all. If you are selected to participate in the
recruitment process, please inform us of any accommodations you may
require. Qvella will work with you in an effort to ensure that you
are able to fully participate in the process. All accommodation
information provided will be treated as confidential and used only
for the purpose of providing an accessible candidate
experience.Must be legally eligible to work in the United States of
America at the location(s) specified above and, where applicable,
must have a valid work permit or study permit that allows the
candidate to fulfill the requirements of the role.A complete
background check will be completed for each selected candidate
including references, education, criminal and credit check.We thank
all interested applicants; however, only those selected for an
interview will be contacted.Powered by JazzHRkq0otQcveC
Keywords: Qvella Corporation, Portland , Technical Services Specialist, IT / Software / Systems , Portland, Oregon
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