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Technical Support Supervisor

Company: Bio-Rad Laboratories
Location: Irvine
Posted on: January 23, 2023

Job Description:

Bio-Rad is looking for a Technical Support Supervisor. In this position, you'll provide supervisory-level leadership/oversight of our Software Support Team, based out of our Irvine, California campus, who provides front-line and escalated software technical support to our medical laboratory customers, by telephone and email, for Bio-Rad's Unity software and related connectivity quality control data management products/services. The Unity and connectivity software products, along with Bio-Rad's QC products, are used by our laboratory customers worldwide to manage their QC data and participate in the Unity Inter-laboratory Program, which helps our customers instill confidence in their patient results reported to physicians. This is a Hybrid Role combination of being onsite as well as working from home each week.Hybrid roleHow You'll Make An Impact:

  • Mentors, coaches and supervises a team of professional technical specialists who provide Unity software data management systems "hotline" support to Bio-Rad customers, company field personnel and selling/support regions worldwide.
  • Monitors, assesses and provides feedback to staff on technical accuracy, and overall quality of customer support calls and emails. Responsible for telephone response service level KPI's, customer satisfaction metrics, and review & followup of customer surveys.
  • Ensures timely response to customer complaints and requests, monitors complaint database queue, and ensures complaints are processed in accordance with Bio-Rad standards and procedures.
  • Works with Software Product Development, Marketing Informatics, IT, Sales, other Technical Support Dept's, QA and Regulatory Affairs to identify product problems, follow through on resolution, assure departmental compliance with regulatory requirements, etc.
  • Assists with difficult customer problems and participates in important complaint resolution work with customers. Conducts technical software support conference calls with local selling units and international selling region support teams.
  • Recruits, trains, and develops personnel. Ensures direct report staff are adequately trained; procedures are written, followed and content is current.
  • Performs backup duties to Technical Support Representatives as needed (answering calls, responding to emails, documenting complaints & requests, follow-up with customers and sales representatives, etc.).
    What You Bring:

    • Requires a bachelors degree in a life science or related medical/technical discipline (biology, chemistry, clinical laboratory science, biotech, engineering, computer science related fields, etc.) or other technical related discipline.
    • Coursework/certification/degree in leadership/management preferred.
    • Coursework in quality control data analysis and/or statistics is helpful.
    • Certification/coursework in laboratory information systems helpful.

      • Solid technical skills/knowledge of PC-based computer systems, databases, networks, cloud environments, communication protocols, software applications and various hardware interface technologies highly desired. Ability to apply and clearly communicate scientific/technical computer knowledge to troubleshoot biotech hardware and software product issues highly desired.
      • Knowledge/use of Bio-Rad's Unity software and connectivity data management solutions is highly desired.
      • Knowledge of Bio-Rad's Unity Interlaboratory Program and QC products helpful.
      • Knowledge of medical laboratory test system elements (analytes, methods/principles, instrument platforms/systems, reagents, units), and basic QC statistical computations and tools used in the clinical laboratory desired.
      • Knowledge of/familiarity with medical laboratory information systems helpful.
      • Requires professional communication skills; clear, competent writing, verbal/telephone and presentation skills. The ability to hear, understand and speak clearly in English, and the ability to work effectively with customers and colleagues in a call center environment are required.
      • Working knowledge of MS 365 applications (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.) and Salesforce/ServiceMax/ServiceCloud CRM knowledge is highly desired.

        • 5+ years of related technical support/service experience working with customers and product problems in a biotech field.
        • Minimum of 2 years experience in a supervisory/leadership role is required; technical support leadership is preferred.
        • Minimum 2 years experience working in a clinical laboratory, the clinical diagnostics industry and/or related computer industry is highly desired.
        • Experience with Salesforce/ServiceMax/ServiceCloud CRM highly desired.
        • Experience in quality control; analyzing/interpreting QC data using basic statistical computations and use of QC data managementtools applicable to clinical laboratory QC data management strongly preferred.
        • Experience in a life science or related clinical/medical/technical field preferred.
        • Experience with Bio-Rad's Unity software and connectivity QC data management solutions, and the Unity Interlaboratory Program is highly desired.
          Vaccination Requirement:Ability and consent to upload proof of completed Covid-19 vaccination into our secure database within 3 days of start date.Total Rewards Package:At Bio-Rad, we're empowered by our purpose and recognize that our employees are as well. That's why we offer a competitive and comprehensive Total Rewards Program that provides value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Bio-Rad's robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee's work and life cycle.Benefits: Bio-Rad's biggest asset is its people, and the reason why our Total Rewards deliver programs that provide value, quality, afford-ability, and inclusivity while satisfying the diverse needs of our evolving workforce. Our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee's work and life cycle. We're proud to offer rich options, including no-cost medical plans, free HSA money, a new fertility offering with stipend, life and disability, paid parental leave, 401k plus profit sharing, employee stock purchase program, a new upgraded and streamlined mental health platform, extensive learning and development opportunities, education benefits, student debt relief program, pet insurance, wellness challenges, time off, ERG's, and more!Compensation: The estimated base salary range for this position is $99,700 to $137,100 at the time of posting. Actual compensation will be provided in writing at the time of offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including geographic location, experience, knowledge, skills, abilities, and other job permitted factors. This position is eligible for a variable annual bonus, which is dependent upon achievement of your individual objectives and Company performance.Who We Are:For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.EEO Statement:Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with disabilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply.Agency Non-Solicitation:Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes. #LI-CH1

Keywords: Bio-Rad Laboratories, Irvine , Technical Support Supervisor, IT / Software / Systems , Irvine, California

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