Ortho Clinical Diagnostics

  • Service Engineer

    Job Locations US-NY-Rochester
    Job ID
    Job Country
    United States
    Technical Service and Support (Ortho Care)
  • The Company

    Ortho Clinical Diagnostics (Ortho) is a global leader of in vitro diagnostics.  Ortho serves two primary industries in the medical field: clinical laboratories, by producing platforms and assays that test for a variety of diseases, conditions, and substances; and immunohematology, by providing the means to ensure blood transfusion recipients receive appropriate and compatible blood.


    With a history of more than 75 years, Ortho is a pioneer in life-impacting advances in diagnostics. Worldwide across hospitals, hospital networks, blood banks and labs, Ortho’s high-quality products and services enable health care professionals to make better-informed treatment decisions. Headquartered in Raritan, NJ, Ortho Clinical Diagnostics has approximately 4,300 employees serving customers in more than 120 countries.


    Ortho is recruiting and retaining the best and brightest around the world. People, who are performance driven, want to make a difference and who help Ortho grow their leadership position in a changing marketplace. The power to reimagine starts with empowered people, who are empowered to grow and given the chance to succeed in ways they hadn’t thought possible before.


    Ortho’s purpose is simple: to improve and save lives with diagnostics. They do that by reimagining what’s possible. It’s what defines them. It’s the Ortho difference.


    Ortho is an independent company, sponsored by The Carlyle Group, one of the world’s largest and most successful investment firms. The company's executive leadership team has extensive diagnostic experience and a strong heritage of driving market change and innovation. Ortho is a strong brand with solid positions in attractive, growing segments and regions.

    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

    As the company continues to grow, we are seeking a Service Engineer with engineering experience, based at our Global Technical Solutions Centers (TSC) located in Rochester, NY.  

    The Responsibilities

    The Service Engineer will be responsible for the following:

    • Focus is on knowledge transfer and technical contribution to the TSC and/or Field Engineers (FE), Lab Specialists (LS) and Account Managers that will drive remote resolution for the TSC.
    • Support the Technical Support Center staff, OCD Field Service (Field Engineers, Laboratory Specialists, etc.), Customers and Distributors to resolve “acute” and “chronic” technical issues as well as escalation of issues.
    • Provide direct phone support to field engineers and customers. 
    • Actively obtains and maintains technical and procedural knowledge.
    • Consistently displays the ability to lead troubleshooting management for mechanical issues on one or multiple Clinical Chemistry and Immunohematology platforms with defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting.
    • Skilled in data analysis and software functions (e-Connectivity, LIS, excel, or minitab) to successfully resolve system issues.
    • Must provide in-depth data analysis of data which provides a more comprehensive review of customer data beyond the current issue.
    • Manages escalation of technical issues for Clinical Chemistry platforms and Immunohematology platforms.
    • 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.).
    • Mentor and trainer to field service, customers and in-house personnel regarding troubleshooting tools, processes, equipment and product platforms. Identifies and fills knowledge gaps in the technical databases.
    • Primary shift is 8-5 with Rotating on-call coverage.
    • 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.


    The Individual

    • AAS, BA/BS, MA/MS, or equivalent is required
    • Minimum of 3 years of relevant experience in an engineering or scientific field
    • Experience with Ortho instrumentation is strongly preferred
    • Should be able to demonstrate engineering knowledge and application as well as experience in an environment involving electrical, fluidics or software troubleshooting. 
    • Excellent Communication Skills
    • Ability to travel Both Domestic and International, up to 20% (inclusive of short notice)
    • Work visa sponsorship is not available for this position




    Equal Opportunity

    Ortho Clinical Diagnostics believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Ortho Clinical Diagnostics is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at orthorecruiting@orthoclinicaldiagnostics.com.


    Supplemental Poster


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