Principal Service Engineer, Informatics & Middleware

QuidelOrtho; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

An established industry player is seeking a Principal Service Engineer to lead service strategies for Informatics and Middleware products. This remote role involves collaborating with global teams to enhance serviceability, improve product performance, and ensure customer satisfaction. The ideal candidate will have extensive experience in technical support, a strong background in engineering, and the ability to manage complex issues effectively. Join a dynamic team committed to transforming diagnostics and delivering exceptional service to customers across North America.

Benefits

Comprehensive benefits package

401(k) plan

Employee Stock Purchase Plan

Paid time off including sick time

Paid Holidays

Qualifications

• 5 years of experience in a field environment supporting hardware and software.
• Expert knowledge of Microsoft Operating Systems and Middleware applications.

Responsibilities

• Develop service strategy for Informatics and Middleware.
• Provide technical support and mentorship to various teams.
• Monitor customer issues and deliver timely solutions.

Skills

Microsoft Operating Systems

Middleware SW Applications

LIS Interfacing

Network technologies

Virtualization

Hardware and Software troubleshooting

Microsoft 365 applications

Root cause investigations

Education

Bachelor's Degree in Engineering/IT

Job description

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.

The Role

As we continue to grow as QuidelOrtho, we are seeking a Principal Service Engineer, Informatics & Middleware. The Principal Service Engineer is responsible for partnering with Global Service Engineering to develop and drive the service strategy for North America including escalation support, service lifecycle management, and readiness including service support for new product introductions. This role is responsible for partnering with and supporting QuidelOrtho end user customers and Distributors as well as NA Field Services and Technical Support with issue escalations by providing expert technical support. The Principal Service Engineer is responsible for the overall health of the product within North America and drives improvements to product performance, technical competency of engineers and support specialists, and leads initiatives to improve reliability and reduce parts costs to meet service KPIs.

The Principal Service Engineer for NA serves as the subject matter expert representing Informatics products, collaborating with Global Service Engineering and R&D to enhance serviceability across current and future solutions. They lead initiatives to implement customer-focused product and process enhancements, driving efficiencies and ensuring Implementation and Support Excellence to elevate customer satisfaction. As a pivotal stakeholder in NA Field Services and Technical Support at QuidelOrtho, they liaise with Global Service Engineering, Supply Chain, and external vendors to prepare for Informatics and Middleware product launches. Responsible for comprehensive technical documentation and training, they excel in communicating technical details and fostering effective partnerships. This role is remote-based within the US.

The Responsibilities

• Develops and delivers service strategy for Informatics and Middleware and mentors the Laboratory Automation Support Specialists, Technical Support 2nd level, Field Application Specialists and others as needed to ensure KPI delivery and transferring knowledge. Partners cross functionally to develop process and product improvements ensuring the customer solutions are meeting goals and objectives.

• Leverages analytics to evaluate data on overall health of the product in NA. Identifies key customer solutions that are not performing optimally and develops a plan to improve outcomes.

• Proactively monitor customer issues, and deliver timely, customer-centric solutions by integrating input from experts in other functions.

• Acts as escalation for Implementation and 2nd Level Technical Support and solves complex problems as arise pre and post go live.

• Represents North America for Informatics products and provides input to new product development.

• Provides high level of technical expertise including developing tools, writing/ reviewing/ developing procedures, test protocols, and training materials as needed.

• Interacts successfully with customer leaders, influences key opinion leaders and actively promotes the creation of customer advocacy. Also communicates effectively with local (expert) teams, Global LA Implementation Team.

• Drives and leads mentoring throughout organization

• Perform other work-related duties as assigned.

• Act as Subject Matter Expert for Middleware SW products internally and go to person for local organization. Collects specifications and builds, verifies or modifies system configurations to ensure customer needs. Ensure that specifications and project timelines are understood and meet customer expectations.

• Executes or supervises the execution of the on-site testing procedures and is responsible for the Operational Qualification (OQ) and ensures a successful Performance Qualification and trains customer on basic system operation.

• Perform other work-related duties as assigned.

The Individual

Candidates should be aware that the Company currently requires customer-facing workers to meet Customer Credentialing requirements which may include but are not limited to, up to date immunizations. The Company is an equal opportunity employer and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

Required:

• Education: Bachelors Degree, or equivalent (5 years) in Engineering/IT field is required

• Experience: 5 years of direct experience in a field environment, supporting hardware, software, and/or applications at client sites.

• Ability to effectively manage workload within allotted time constraints.

• Must be able to work effectively with customers, outside vendors and across teams to assure business needs are met.

• Expert knowledge of Microsoft Operating Systems (Windows Workstation/Server), TCP/IP (Microsoft certification desirable), Middleware SW Applications (preferably Instrument Manager), LIS Interfacing, Network technologies, Virtualization; Hardware and Software troubleshooting proficiency.

• Familiar with all Microsoft 365 applications (Excel, Word, Access, Powerpoint, Sharepoint, Outlook, Visio). User level required, developer level desirable.

• Experience conducting root cause investigations.

• Travel: Travel regionally (US & Canada) up to 30% as needed. Extended hours may also be required. Working outside normal office hours during specific circumstances such as on-site testing may be required.

• This position is not currently eligible for visa sponsorship.

Preferred:

• 7years of direct experience in a field environment, supporting hardware, software, and/or applications at client sites.

• Field service experience and knowledge of QuidelOrtho products preferred.

• Good Knowledge of Lab automation and IVD analyzers.

The Key Working Relationships

• End user Customers, Distributors, Product Vendors, Sales Partners

• NA Field Services, Product Management and Implementation team

• Information Technology, Technical Support Solutions, 2nd level

• Global Services/ Customer Excellence

• Supply Chain, Warehousing, Procurement

The Work Environment

Remote, home office based environment. Must have the discipline, organization skills and self-motivation to work autonomously in a home office environment.

The Physical Demands

Role is sedentary and requires ability to work on a computer for several hours a day. Travel up to 30%.

Salary Transparency

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on that facts and circumstances of each case. The salary range for this position is $110,000 to $140,000 and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time) and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.

Equal Opportunity

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at [e-mail].

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