Technical Lab Consultant (Contract)
Raritan, NJ  / Dallas, TX  / Pompano Beach, FL  / St. Louis, MO  / Phoenix, AZ  / Raleigh, NC ...View All
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Job Description
The Career Potential

Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That's something we can all take pride in as we take this journey together.

Ortho is known in the industry as a leader in customer service and support. Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do. It's who we are. If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.

The Opportunity

The VIP (Verseia Integrated Processor) Technical Lab Consultant is the front-line resource responsible for providing technical support to Company's Donor Screening accounts. Responsible for driving solution implementation, providing both proactive and reactive customer support, optimizing customer laboratory configuration, and contributing to ultimate retention of current customers by teaming with Account Managers (AMs) and Field Engineers (FEs), as applicable. This is a remote position covering one of the following areas: Charlotte, Tampa, Phoenix, Dallas, or St. Louis.

The Responsibilities
  • Customer Retention: Maximize customer retention rates and Key Performance Indicators by ensuring customer satisfaction, executing pre-defined customer touch point/call plan, leading customer training (on-site), and leveraging strategic selling framework.

  • Strategic Planning: Team with AM & FE to align on and execute strategic plans that prioritize, retain, and expand current Donor Screening accounts.

  • Product Implementation (Test of Record): Drive efficient implementation of new products through deep product knowledge and execution of optimal and standardized Ortho processes.

  • Customer Support: Participate in troubleshooting and re-training to address customer issues, as necessary; work with internal Ortho resources and customer to ensure timely resolution of issues.

  • Consulting and Troubleshooting: Optimize customer laboratory configuration and operation through proactive consulting and troubleshooting customer touch points.

  • Inventory and Reporting: Provide timely and accurate updates on lab activity, account updates, and other reports via Team Link.

Key Accountabilities

  • Retain current accounts and maintain existing spend levels.

  • Achieve or maintain implementation timelines.

  • Drive customer satisfaction.

Key Points of Interaction

  • Account Manager - to strategically plan and conduct Executive Business Reviews.

  • Escalation of complex implementations and service issues.

  • Commercial Operations - to ensure timely and accurate forecasting and reporting, and support of enablement initiatives.

The Individual
  • Education: Minimum of a Bachelor's Degree with the Medical Technology certification, or equivalent experience.

  • Clinical Background: Minimum of 2 years of related experience in a clinical laboratory, transfusion medicine, or equivalent experience, with hands on experience with the Ortho Donor Screening Verseia Integrated Processor System highly preferred.

  • Industry/Domain Knowledge: Solid Donor Screening blood and plasma market knowledge.

  • Independent Worker: Ability to deliver results while working in a highly independent and fast-paced team environment.

  • Business Acumen: Proficient at uncovering key business issues and providing insightful, actionable recommendations for improvement.

  • Communication: Advanced verbal and written communication skills

  • Travel: Overnight travel of 50-85% will be required, depending upon location.

  • Must have a valid US driver's license in good standing.

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"At Ortho Clinical Diagnostics, we are proud of the empowering, inclusive and innovative culture we are growing. Our team is passionate about our work, and brings deep knowledge, industry experience and diverse thinking that drive results, making Ortho a place to grow your career.

Ortho Clinical Diagnostics is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other characteristic protected by law."

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Part Time
Required Education
Bachelor's Degree
Required Experience
2+ years
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