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Qorvo
East Coast, Florida, United States
7 days ago

Description

SUMMARY:

Qorvo Biotechnologies is developing diagnostic point-of-care (POC) platforms with the goal of increasing the speed and accuracy of medical testing, moving healthcare closer to the patient. Qorvo combines expertise in acoustic filter technology with microfluidics and medical test system integration to POC solutions for the medical diagnostics market. Qorvo Biotechnologies is part of Qorvo’s Infrastructure and Defense Products (IDP) business, which manufactures and markets high performance RF and mixed-signal integrated circuits for communications markets that connect, protect and power the world.

The Biotechnologies Customer Technical Support Rep is responsible for providing technical assistance for medical IVD and veterinary products. The position will have responsibility for managing all aspects of incoming customer concerns and requests with varying degrees of complexity and scope. These will include handling individual requests directly, collaborating with responsible scientists, engineers or other support channels, logging and tracking progress on resolutions, providing statistical analyses, and working with teams to address corrective actions. The position is also responsible for summarizing and reporting exceptions, defects, and customer-driven enhancement requests to the quality and development teams.

This position requires a candidate with exceptional ability to communicate clearly, listen intently, easily understand the needs of the customer, a sincere desire to help customers use the products and get the best results from the products, and the ability to engage resources to assist the customer.

RESPONSIBILITIES:

  • Develop and maintain processes for handling customer support incidents using Qorvo customer quality systems.
  • Recording details of customer requests and actions taken.
  • Handling customer support through telephone calls, emails, and web contact.
  • Assisting the customer by problem solving, trouble-shooting, and procedure walk-throughs. Handling returns, complaints and escalate as needed
  • Research solutions and help to maintain various databases
  • Establish methods for channeling enhancement suggestions to business unit.
  • Serving, where needed, as an intermediary between customer and a variety of cross-functional areas including Research and development, Manufacturing Engineering, Quality, and Engineering.
  • Field training new customers and service representatives virtually or in person
  • Understand and comply with applicable EHS policies, FDA Regulatory procedures and guidelines


Requirements

QUALIFICATIONS:

  • Education: Medtech degree, Biology or biotech degree with laboratory experience or equivalent experience. Experience Years & Type: 2-3 years' of lab experience. IVD customer service experience a plus. Will consider (will consider 1-2 years if the experience/education is a very good fit). 
  • Experience running samples, calibrating and QC testing on diagnostic equipment
  • Strong customer service and interpersonal skills. Excellent problem-solving skills.
  • Aptitude with computer software, networks and databases Professional diplomatic behavior
  • Good organization skills.
  • Understanding and familiarity with database implementations.

Physical Requirements:

Constant hearing, talking and near vision. Frequent sitting (90%) and standing (moving about) (10%). Travel (5%). Occasionally lifts and carries up to 20 pounds.

Mental/Motor Requirements:

Constant reading, writing, tact, problem solving,and independent decision-making. Frequent written communication with clarity and concise articulation. Exceptional skill set in verbal communication that provides a sincere, compassionate, and empathetic approach to serving the needs of customers.

Environmental Requirements:

Frequently works with others at customer site, office, laboratory and manufacturing environment.

Other:

  • 5% Field installation and customer support. Travel required in some instances
  • 80% Phone and online customer support
  • 15% Administrative
  • Ability to organize and prioritize multiple projects. Ability to reprioritize project duties and tasks based on department and business need.

Job Information

  • Job ID: 60875642
  • Location:
    East Coast, Florida, United States
    Remote East Coast, United States
  • Position Title: Biotechnologies Customer Tech Support Rep
  • Company Name: Qorvo
  • Job Function: Marketing/Sales
  • Entry Level: Yes
  • Job Type: Full-Time
  • Job Duration: Indefinite
  • Min Education: BA/BS/Undergraduate
  • Min Experience: 1-2 Years
  • Required Travel: 0-10%

Please refer to the company's website or job descriptions to learn more about them.

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