Microbiology Laboratory Specialist

About the role

The Technical Specialist is a member of the client Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support client products.

Responsibilities

• Be able to assist lab personnel and general public on questions related to various client assays’ for COVID 19 and the client Veritor reader.
• Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication (email/chat).
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Coverage of the 24/7 Technical Service telephone line by providing overnight technical assistance.
• Promote and ensure a culture of privacy and security related to PHI and HIPPA.
• Contribute to team goals and objectives through active participation.

Requirements

• A.S. Degree in Life Science or related discipline required.
• 0-2 years relevant experience in one of the following: clinical or reference microbiology laboratory, hospital or reference cytology laboratory, industrial microbiology laboratory (pharmaceutical environmental monitoring and/or food microbiology testing), or biotech/academic molecular laboratory.
• Basic knowledge of LIS or Lab Management Systems.
• Must have effective communication and customer service skills both written and verbal.
• Must be proficient using MS Office Outlook, Word, and Excel.

Qualifications

• Skill set in Microbiology with Immuno Chemistry background typically found in a BS Degree in Microbiology.
• Must be able to understand and interrupt immuno chemistry questions related to clinical trial data and scientific methods.
• Interpretation of package insert information related to product assay testing and procedures is required.
• Ability to multi-task using multiple computer systems (call center SW/CRM/KMS) while listening for key data and speaking clearly.
• Remaining calm with the customer while inputting customer data.
• Ability to listen and apply Microbiology/Immuno Chemistry skills to understand problem and drive timely resolution.
• Strong attention to detail and organizational skills.
• Using these skills to insure all data for complaints and RFI are filled out properly and timely.
• Having a service mindset with a CX focus.

Skills

• Excellent technical and problem solving skills of varying complexity.
• Self-motivated and action oriented team player.
• Must have the ability to multi-task and be adaptable to changing business environment(s).
• Can work independently and apply scientific principles when troubleshooting customer workflow and/or instrument complaints.
• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
• Experience with medical devices and equipment, experience with client equipment a plus. Experience on point of care (Veritor) testing preferred.
• Effective planning and organizational skills.

About the Client

Client, a leading global medical technology company that makes and sells medical devices, instrumented systems and reagents, is dedicated to improving people’s health throughout the world. The Company’s capabilities are instrumental in combating many of the world’s most pressing diseases. Founded in 1897 and headquartered in Franklin Lakes, New Jersey, Client employs more than 25,000 people in approximately 50 countries throughout the world. The Company serves healthcare institutions, life science researchers, clinical laboratories, industry and the general public. It was one of the first companies to sell U.S.-made glass syringes. It was also a pioneer in the production of hypodermic needles and ranked #195 in the 2019 Fortune 500 list. It was also listed among the top 100 companies in Newsweek's 2009 Green Rankings. Ranking of the 500 largest American corporations based on environmental performance, policies, and reputation. Placed third in the health care sector and 83rd overall.