Career Opportunities

Technical Support Specialist II

Posted on: Tuesday, September 7, 2021
Organization: Ortho Clinical Diagnostics
Location: Rochester, NY

As the company continues to grow, we are seeking a Technical Support Specialist II (TSSII) with hospital laboratory experience preferred, based at our Technical Solutions Center (TSC) located in Rochester, NY to support our Clinical Chemistry testing platforms and assays.  


  • Focused on the direct support of our customers by providing expert technical solutions for both assay and instrument related issues using telecommunication, chat or other emerging technologies.

  • Consistently displays the ability to lead troubleshooting management on one or multiple types of laboratory instrumentation with defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence and the like.

  • Recognizes the clinical significance of the tests performed in the laboratory.

  • Displays a sense of urgency to resolve customer issues.

  • Communicates with empathy and respect to customers, peers and business partners

  • Identifies root cause to issues reported by customers and provides appropriate solutions

  • Supports Continuous Quality Improvement as well as customer satisfaction goals through modeling of appropriate ethical  behavior in the work environment conducive to attaining goals

  • Able to clearly explain and present technical information within and outside of the organization (i.e. technical resource to 3rd Party vendors, medical personnel, marketing, service publications, training, R&D, etc.)

  • Works both independently and collaboratively with the Technical Solutions Centers team locally and globally to achieve goals.

  • Understands and complies with all current cGMP and QSR requirements as defined by management our/or outlined in standard operating procedures as well as recording necessary documentation to comply with various regulatory agencies.

  • Actively maintains technical and procedure knowledge.

  • May deliver end customers and Technical Solution Center training as required



  • Degree or certification in Medical Laboratory Technology, Medical Technology, Medical Laboratory Science or other relevant degree is required.

  • Bi-Lingual English/Spanish is a plus.

  • 2 years in a healthcare setting with experience in Clinical Laboratory/Blood Bank preferred 

  • Customer focused with excellent communication skills (written and verbal)

  • Variable shifts available

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