Laboratory Specialist

4 weeks ago

Melbourne, Australia Ortho Clinical Diagnostics Full time

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 : Melbourne, Australia 

Position Summary :

To foster customer satisfaction and assist with achievement of business goals through providing comprehensive support of company products and their application in alignment with QuidelOrtho ANZ strategy and priorities.

Responsible for providing technical and sales support on QuidelOrtho’s products (analyzers, software, reagents) within the primary territory as identified and communicated 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. Supports and backs up other territories as needed

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 the sales support primarily of existing customers but also in support of the Account Manager and Key Account Teams to acquire new customers and grow the business

Major Duties & Responsibilities

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

Consultative support: Supports sales team with technical expertise to define and position the value of QuidelOrtho’s solutions. Collaborates with sales teams to deliver solution demos to potential customers

Account Growth: Collaborates with sales colleagues to identify opportunities for improvements and/or equipment placement within current accounts

Drives menu adoption at installation, proactively identifies and brings to conclusion menu expansion opportunities and works with customer to bring current send-outs and esoteric testing in house where possible.

Product Implementation: Drives and manages efficient implementation of solutions through deep product knowledge and execution of optimal, standardized QuidelOrtho processes.

Ensures pre-installation audits of the systems. Performs the calibration, setting and connection of the systems in accordance with contracts, audits and company specifications.

Provides training on use of systems. Integrates systems into the lab by assisting the customer in validating the equipment on-site until the OQC is signed. Supports registration of the validation of methods

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 issues.

Collaborates in the process of vigilance and management of customer complaints by identifying and diagnosing complaints and recording any event in the Complaint Handling database. Escalates complex issues to the Technical Solutions Center in accordance with the procedure in place. Conducts on-site investigations under the responsibility of the Technical Solutions Center or Regulatory Affairs. Participates in communication of technical and scientific information to customers (Technical bulletin, regulatory affairs notifications, product information, etc.)

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

Forecasting and Reporting: Provides timely and accurate updates on lab activity, account updates, and other reports via CRM system

Other Duties :

Provide support for QRC activities

Actively participate in Industry conferences as needed

Attend, prepare and participate in team meetings

Identify potential key opinion leaders from customer base

Keeps abreast of developments in laboratory medicine and shares this information with both customers and company colleagues

Minimum Education or Equivalent Experience Required/Preferred

Degree in Science

5 years of experience in healthcare/diagnostics/hospitals.

Demonstrated experience in laboratory medicine through working in diagnostic laboratories and/or in IVD company is preferred.

Tertiary qualification in science or related discipline.

Cert IV in Training and Assessment

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

Background or formal knowledge in one or more of the following laboratory disciplines is preferred:

- Clinical Chemistry

- Immuno-diagnostics

- Blood Banking

Demonstrate understanding of how IVD products are used and applied to patient care

Understands the team role played by the Laboratory Specialist and the interaction with other team members such as Account Manager and Field Engineer

High sense of urgency to fix problems and escalate appropriate ones to other support levels

Excellent communication skills

High degree of integrity, self-awareness and positive solutions focused attitude.

Able to develop professional relationships with colleagues at all levels

Ability to organize effectively and deliver on commitments with minimal supervision.

Intermediate to Advance level of MS Office Suite

Ability to work well under pressure

Hold a valid unrestricted drivers’ license and a valid passport at all times

Business Acumen: Proficient at uncovering key business issues and

Required Travel

Local, interstate and international travel may be required

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