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Technical service specialist


This is a Full-time position in Carlsbad, CA posted December 17, 2019.

An exciting opportunity for a Technical Service Specialist. This is a permanent opportunity with Qvella Corporation located in Carlsbad, California.Nature and Scope of Work:Qvella is a start-up molecular diagnostics company building the infrastructure to field and support transforming products in the microbiology market segment in the coming year.

An integral role in our commercial infrastructure, this position will have responsibilities for defining and implementing the in-house technical service function as well as in the start-up phase being hands-on in implementing the plan. With success, the candidate will build out the function and assume manager responsibilities. The position will work closely with Marketing, Field Sales, R&D, Production and Quality staff to develop infrastructure and carry out technical product and support including triaging and resolving inquiries, complaints and investigations in a regulated environment.

Initial deliverables include creation of SOPs and implementation of a Customer Tracking System and call triaging.

Essential Duties and Responsibilities:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:This is an in-house-based position with intermittent extensive domestic travel providing support of clinical trials and ultimately customers including initial triage, logging, troubleshooting and driving to completion resolution and closure of any inquiries and complaints from clinical trial sites and customers, both internal and external.Working with functional management, responsible for assembling a team, designing and implementing infrastructure and SOPs for managing and maintaining instrument tracking, customer records and all inquiries/complaints.Maintain an accurate log of customer interactions as per SOPs.Synthesize feedback from customers and work with Product Marketing, Sales, Quality and Technical groups to identify potential improvements in products, packaging and protocol processes.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.Become proficient in all products.Assist with development of customer & sales training material and participate in training as requested.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.Lab experience performing manual and automated assays.Knowledge of clinical laboratory practices and procedures related to microbiological testing and molecular testing, including assays and instrumentation.Hospital experience in epidemiology, infection control, registered nursing or hospital research a plus.Working knowledge of the hospital-based emergency department, critical care areas and laboratory environments; knowledge of infection control practices in hospitals a plus.Experience with Quality and Regulatory practice in a regulated environment with hands-on experience implementing/using complaint documentation, SOPs and technical service practices.Proficient written and verbal proficiency in communications of technical material.Knowledge or experience using internet-based remote system diagnostics a plus.

Experience with instrument connectivity with LIS in clinical laboratories also a plus.Proven ability to interact and communicate positively and effectively with customers.Ability to travel both domestically and internationally up to 40% of the time. Education: Bachelor’s degree in a related science; an advanced degree in Biotechnology, Bio-engineering, Biochemistry, Microbiology, Molecular Diagnostics or a related field highly desirable. What are you waiting for?

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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.

Occasional travel to our locations in Canada and Belgium may be required; ability to legally meet the travel requirement is necessary for the incumbent for this role.

We thank all interested applicants; however, only those selected for an interview will be contacted.