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Product Support Manager EEMEA

  • Dubai

Ortho Clinical Diagnostics

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.

Product Support Managers (PSM) are the key members of the Regional Marketing Distributor Markets Department. They are interfacing at all levels, including Clusters Business Managers, Marketing Managers, Administration, Customer Care and Distributors personnel throughout, Middle East, Africa and Eastern Europe. On an application basis, the PSM would also interface with colleagues within EMEA and other territories. The PSM are managing the application support for all distributors in Middle East, Africa and Eastern Europe to meet customer’s and distributor’s expectations. They are proactively supporting the team and the distributor for application related matters to enhance the performance of the installed base. They are assisting the Account Managers / Business Managers / Sales Managers and Distributors by providing support for potential new customers (pre-sales). The PSM:

Coordinating the application support to be provided by distributors to maintain high level of end user satisfaction: training, communication, follow up, support assessment, modifications
Managing all application related and product support related communications with distributors
The key contact points on all product support management aspects
Conduct business in a professional/ethical manner’ consistent with Business practices
Complete all regulatory and general administration to a high standard The PSMs are responsible for supporting the distributors to ensure that all systems and products are supported to the designated product performance metrics in adherence to all governmental regulations/requirements as well as to our own internal Compliance and Quality system following Complaint Handling procedures relative to complaint identification, documentation, resolution, and escalation. Where potential opportunities to improve a process arise which could have a positive impact on the business as a whole or this specific function in particular, the PSM should fully explore the opportunities. The individual is expected to travel throughout Europe, Middle East and Africa. Product Support Manager EEMEA, POC Molecular and POC ID, is responsible for Point of Care Molecular systems (60%) and Point of Care Infectious Diseases (40%) and will drive the future of the solutions all around EEMEA.

What You Will Be Doing

Responsible of the new launch of Savanna systems.

Monitoring that installation, end user training of products are performed in a timely manner, utilizing current procedures and guidelines.

Providing application support during the pre-sales process for POC Molecular and POC ID: providing the technical and application information for tenders, systems demonstration during meetings and/or congresses, participation to distributors and/or end users meetings, technical and application presentations.

Providing comprehensive technical and application support to Cluster Business Managers, Customer Care, Marketing and Distributors for POC Molecular and POC ID systems.

Working in conjunction with the Clusters Business Managers to collect updates on the status of all distributors systems.

Coordinating installation activity, coordinating/assisting with local troubleshooting scenarios, working with the team to ensure modifications are installed by due date.

Working in conjunction to ensure that all relevant communications related to technical and product support are shared with the distributors technical and product support specialists.

Coordinating and monitoring the performance of the distributors Product Support Specialists regarding POC and Molecular systems.

Other Duties Assigned

Ensuring that all inquiries are handled in a way that maintain customers (distributors and end users) satisfaction in line with good business practices.

Working in conjunction with the Global Technical Solutions Centre when needed. This includes ensuring that the distributor reports any new complaints received from customers and notifies the Global Technical Solutions Centre.

Informing the Business Managers in a timely manner of any situations that may necessitate additional onsite assistance, training or investigation to resolve.

Following all Complaint Handling requirements.

Being in charge of communications related to the application support of systems.

Developing additional training materials and may deliver additional training to an individual or a group to ensure an appropriate level of technical skills.

Attend trainings courses as defined by line management administration.

The Individual

Minimum education is Scientific Bachelors’ degree.

Experience in Molecular Diagnostics, or Point of Care.

5 years Product/Marketing/Sales experience are desired.

Fluent English and Arabic.

Advanced verbal and written communication skills. Able to influence and convince.

To apply for this job please visit

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