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Product Support Specialist - United Kingdom  

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Posted on : 10 April 2017

Project Description

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Posted Date 

More information about this job:

The Company:

Ortho Clinical Diagnostics is a global leader of in vitro diagnostics serving the global clinical laboratory and immunohematology communities. Across hospitals, hospital networks, blood banks, and labs in more than 120 countries, Ortho’s high-quality products and services enable healthcare professionals to make better-informed treatment decisions. For the immunohematology community, Ortho’s blood typing products help ensure every patient receives blood that is safe, the right type and the right unit.


Ortho brings sophisticated testing technologies, automation, information management, and interpretation tools to clinical laboratories around the world to help them run more efficiently, effectively and improve patient care. Ortho’s purpose is to improve and save lives with diagnostics and it does that by reimagining what’s possible. This is what has defined Ortho for more than 75 years, and it’s what drives Ortho forward. For more information, visit

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.


The Opportunity:

The role of Product Support Specialist is a technical representative, responsible for providing product support on the Ortho range of equipment, reagents and consumables to customers and employees of Ortho Clinical Diagnostics. The role involves pre- and post- equipment installation activities that include advising on laboratory procedures, technical specifications, co-ordinating equipment installation and commissioning, training, lectures and presentations, and subsequent support in conjunction with the Ortho European Support Centre, Strasbourg, France.


The Product Support Specialist is also expected to work together with LSCs when required.


The Responsibilities:

  • Customer Support: Customer Support (both on site and on the telephone to customers) and customer communication on support and technical issues following relevant Ortho procedures.

    If applicable handle local Hotline following Ortho procedures

    If applicable act as Account Manager according to Ortho Procedures
  • Installation: Co-ordination of equipment installation and commissioning following relevant Ortho procedures
  • Customer training: Customer Training including technical training, lectures and presentations.
  • Meetings: Attendance at meetings (Sale & technical Support) including Training Courses.
  • Sales support: Support to Sales Team which may include joint visits – as agreed with TSM, data provision for tenders, planning/arranging/attending User meetings, attendance at Exhibitions including set up of equipment, demonstrations and dealing with technical queries.

    Handle issues related to accreditation and environmental requirements and regulations and Ortho products and procedure.


The Individual:

Education & Qualifications Required education

Educated to a recognized Academic and technical standard dependent on Country requirements and policies. Experience gained in a similar role.

A full clean driving license is essential. 


Organizational and Industry Knowledge and Experience

Knowledge of the organization and management of the healthcare and laboratories structure in the country of operation is essential. Knowledge of the market and the competition and the ability to compare and contrast their products with Ortho products is an advantage.


General Experience

At least two years working in a hospital/industrial laboratory environment. Experience with the Company´s products would be an advantage but not obligatory. Use of computers ability to type and experience giving lectures and presentations.


Communication Skills

Good verbal, non-verbal and written communication skills, both in local language and English. Good customer relation skills. Excellent telephone skills. The ability to empathize with customers.


Interpersonal & Influencing Skills

Ability to operate in a team environment as well as in isolation is important. Tact and diplomacy are often required when dealing with customers and colleagues. Ability to gain co-operation and consensus both within and between work groups including external agencies is important. To handle confidently objections and provide alternatives to customers and colleagues is also important.



Equal Opportunity:

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.