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