• Job Description

  Req#: R0012001

  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.

  Location : Mumbai, India

  Position Summary

  Responsible for providing technical support on Ortho’s products (analyzers, software, reagents) within a geographic territory or list of named accounts in conformity with internal quality criteria and regulatory environment, in order to contribute to the consolidation and development of the installed base.

  Responsible for driving solution implementation, providing both proactive and reactive customer support, optimizing customer laboratory configuration, and contributing to ultimate retention and menu expansion of current customers, in synergy with the sales team and in accordance with the commercial policy.

  Responsible for providing both technical and sales support to the Sales team members and customers in business expansion through menu addition, franchise addition at the existing customer sites as well as acquiring new customers / businesses.

  Major Duties & Responsibilities :

  Post-sale Activities

  Product Implementation:

  Drives and manages efficient implementation of solutions through deep product knowledge and execution of optimal, standardized Ortho processes.

  Ensures pre-installation discussion with the customers to ensure effective installation training and system / assay validation as per the customer requirements.

  Performs the assay calibration, assay validations in accordance with contracts and customer specifications as per the Organization goal.

  Provides both General and Key operator training to the customers on effective usage of systems.

  Integrates systems into the lab by hand-holding the customers during system going live effectively and get the Installation Report signed and submitted.

  Documentation of all the training and validation of methods in LNSOF, submitting IQ, OQ and PQ and all other documents to the customers as per their requirement.

  Customer Support:

  Participates in troubleshooting and re-training to address customer issues, as necessary; works with internal Ortho resources and customer to ensure timely resolution of all complaints and documentation of the same in complaint handling data base.

  If any unresolved complaints, ensure effective escalation to the seniors and get the solution for effective closure of the complaints.

  Participates in communication of technical and scientific information to customers (Technical bulletin, regulatory affairs notifications, product information, etc.)

  Consulting and Troubleshooting virtually:

  Optimizes customer laboratory configuration and operation through proactive consulting and troubleshooting. Supports customers over the phone in order to resolve problems related to the use of reagents, equipment and software in accordance with the current vigilance process.

  Forecasting and Reporting:

  Provides timely and accurate updates on lab activity, account updates, and other reports via CRM system;

  Customer engagement activities :

  Ensures customer satisfaction level by doing various customer engagement activities like scientific studies, support the customers in their NABL accreditation activities, enhancing the technologists skills through effective training, scientific forums, scientific discussions, etc.

  Customer Retention:

  Monitors customer base and maximizes customer retention rates by ensuring customer satisfaction, optimizing the use of systems through advices and information sharing, strengthening customer’s expertise by leading on-site customer training as needed, anticipating and defending against competitive threats, and leveraging strategic selling framework.

  Account Growth:

  Collaborates with sales colleagues to identify opportunities for improvements in the usage of reagents and/or equipment placement within current accounts

  Menu addition / expansion :

  Drives menu adoption at installation, proactively identifies and closes menu expansion opportunities and works with customer to bring current send-outs, assays performed in competitor systems and esoteric testing in house where possible.

  Pre-sale Activities

  Opportunity Qualification:

  Provides input to sales team during opportunity qualification stage to enable a go/no go decision to be reached.

  Consultative support:

  Supports sales team with technical expertise to define and position the value of Ortho’s solutions. Collaborates with sales teams to deliver solution, product presentations, technical inputs, Instrument demos to potential customers and help in moving the potential customers from qualifying stage to quantifying stage, negotiation stage and closure successfully with the account win.

  Planning:

  Conducts initial implementation meeting, review meeting with customers, alongside sales and FE colleagues, to understand any issues and resolution of the same.

  Qualifications

  Minimum Education or Equivalent Experience Required/Preferred

  • Educated as Medical laboratory technologist or Science Graduates – Master Degree in MLT, Life sciences, Biochemistry, Microbiology, Biotechnology.

  Minimum Years of Related Knowledge, Skills and Abilities Required/Preferred

  • Experience in technical and/or scientific support

  • Recognized expertise in the IVD Industry, worked in the field

  • Experience as laboratory technologist

  • Clinical Background: experience in a clinical laboratory, transfusion medicine, or equivalent experience.

  • IT: Computer/network skills

  • Independent Worker: Autonomous, organized and able to deliver results while working in a highly independent and fast-paced team environment

  • Business Acumen: Proficient at uncovering key business issues and providing insightful, actionable recommendations for improvement

  • Communication: Advanced verbal and written communication skills. Able to influence and convince.

  • Key Leadership Attributes: Customer Focus, Drives For Results, Collaborates, Adaptability, Team player

  #LI-SS1

  
  

• About the company

  Ortho Clinical Diagnostics is an in vitro diagnostics company that makes products and diagnostic equipment for blood testing.

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