Technical Support Manager Jobs in Rochester, NY (NOW HIRING)

The Opportunity
QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.
Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.
The Role
At QuidelOrtho, we're advancing the power of diagnostics for a healthier future for all. Join our mission as our next Technical Communications Lead. This position Partners with business leaders and technical staff to identify and analyze business needs and provide recommendations for a publishing solution. Designs, develops, enhances and implements high-quality, technical content/information delivery for multiple lines/products to fulfill customer needs. Formulates and defines publications/documentation scope and objectives across diverse platforms, software, hardware, technologies and tools. Provides coaching and guidance to peers, team members, and/or external partners.
This position will be onsite in Rochester, NY.
The Responsibilities

• With minimal oversight, deliver solutions towards, and leads development and execution of high-quality, technical content/information for multiple lines/products on schedule and on budget. Track and report progress towards critical milestones to key stakeholders, identify risks, solve problems, and manage delivery expectations. Prepare all data and metrics for review, identify gaps and scenarios that must be presented, guide final decision making on open items and trade-offs, and prepare escalations for management review where appropriate
• Independently lead labeling efforts from requirements gathering to publishing for new product development and/or LCM projects. Drive change control, non-conformance and CAPA processes by working across departments to root cause, establish and implement issue mitigation/elimination plans and communicate key updates and conclusions to stakeholders. Perform follow-up on designated actions.
• Develop mechanisms for monitoring delivery of documents to ensure they are on time and on budget. Interface with third-party suppliers and partners to maximize performance and minimize costs. Independently prioritize and complete assigned tasks in support of GPC projects and ongoing initiatives. Coordinates internal and external team prioritization, workflow, delegates assignments, and assesses deliverables.
• Participate in regular technical and planning discussions with stakeholders, subject matter experts and vendors.
• Contribute to a data-driven, performance level analysis and provide oversight to enhance performance, quality assurance, process improvements and best practices to maximize operational efficiency as well as recommend program management strategies.
• Perform other work-related duties as assigned

The Individual
Required:

• A minimum of a Bachelor's Degree in Technical Writing, Communications, or Medical Technology with technical writing experience or equivalent
• A minimum of 8 years of relevant work experience
• Skillful problem solver with investigative talents. Independent, resourceful
• The individual must be able to represent the Technical group on cross-functional teams and be comfortable interacting with technical teams and upper levels of management.
• Must be proven team player, self-motivated, able to prioritize workload with minimal supervision, highly organized with the ability to manage multiple projects simultaneously and work under tight deadlines
• Excellent written and verbal communications skills and strong computer skills are
• Experience in HTML, XML, DITA and the creation of online documentation using topic-based authoring, website design/authoring tools would be required
• Previous demonstrated experience in coaching, developing and/or mentoring individuals
• This position is not currently eligible for visa sponsorship.

Preferred:

• Experience in new product development, launch and commercialization, product changes/updates, life cycle management
• Experience working in a regulated environment
• Experience with content management systems, CSS and system design
• Knowledge of animation tools and Java scripting
• Experience working with translated documentation

The Key Working Relationships
Internal Partners:
Technical Subject Matter Experts in Research & Development, Technical Support, Regulatory Affairs, Quality and Compliance, Product Management/Marketing, Post Market Risk Management (PMRM), Enterprise Project Management Office (EPMO), and Information Technology (IT)
External Partners:
Illustrators, Translation Vendors, Print/Media Vendors and External Manufacturers (OEMs)
The Work Environment
Typical office environment or remote office. Exposures: Biohazardous materials, if entering lab spaces. Other factors: Some overtime may be required on a short-term basis, some travel possible (5%)
The Physical Demands
The work environment characteristics are representative of an office environment. No strenuous physical activity, although occasional light lifting of files and related materials is required. Sitting. Repetitive movements of hand(s). Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm.
Salary Transparency
The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $89,008.92 - $110,000.00 and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.
Equal Opportunity
QuidelOrtho 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. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the 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 recruiting@quidelortho.com.
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