Technical Support Specialist II - Raritan - (Job Number: 0810134)

Technical Support Specialist II - Raritan - (Job Number: 0810134) DescriptionOrtho-Clinical Diagnostics, Inc., a member of Johnson && Johnson's Family of Companies, is recruiting for a Technical Support Specialist II in Raritan, NJ. Ortho-Clinical Diagnostics, Inc. provides in vitro diagnostic products to hospital, commercial and clinical laboratories, and blood donor centers. Its products include reagents and instrument systems used in blood typing and donor testing. This Technical Support Specialist II will handle all customer technical inquiries and complaints on the phone and determine level of complexity and escalates calls as necessary to achieve maximum first time resolution. This individual will provide individualized response to customer concerns or inquiries regarding specifications or performance of OCD supported products. This individual will effectively troubleshoot technical issues to optimize Field Engineer dispatch rate and may be required to provide on-site troubleshooting support. The individual will appropriately will identify and manage potential health and safety calls. This individual will understand and comply with all cGMP and QSR requirements as defined by management and outlined in current SOPs. The individual will document all customer complaints and inquiries in accordance with company and department SOPs and follow up on open complaints as required, and ensure timely closure as appropriate. This individual provide formal customer training in-house or at customer site as required and participate in technical training of Sales Reps, LSs, FEs, or other internal employees. This individual will train and mentor new TSSs regarding troubleshooting, complaint handling, and the use of available tools. This individual act as a customer advocate to represent customer needs internally and assure that issues identified by customers are appropriately addressed during training. This individual will maintain a high level of customer satisfaction relative to telephone support, training, and on-site support. This individual will performance Assessment and Development maintain technical self-competence, knowledge of company procedures, and customer-related skills and work independently and as part of a team. This individual will assist in the development of newly-hired team members. A minimum of a BS in Medical Technology or Biological Science is required. A minimum of 1 year relavant business experience is required. A minimum of 3 months to 1 year of experience as a TSS I or equivalent experience is an asset. A minimum of 2 to 5 years of experience in a Hospital Clinical Lab, Blood Center, or related field is preferred. An MT (ASCP) and/or Specialist Level is a plus. Candidate must possess excellent communication skills. Candidate must also possess excellent problem solving skills and decision-making ability. The ability to speak and read French, Portugese and/or Spanish would be strongly preferred. This position will be located in Raritan, the work hours are M-F 9-5. If you want to explore the many small-company environments behind the big-company impact of the Johnson && Johnson Family of Companies, bid on this position today! Apply Now