Technical Engineer Hotline Support - Cairo

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.

Delivers end customer support in compliance with internal procedures and with the objective to enhance remote resolution and delight customers.

Actively maintains technical and procedure knowledge.

Understands and comply with all current cGMP and QSR requirements as defined by management and/or outlined in SOP's and site specific certifications, eg Qualiopi and ISO certifications

• 65% Hotline: receive calls, investigate issues and propose phone fix solution, in accordance with internal procedures and customers' requirements.
  • Register all incoming calls.
  • Dispatch calls to FSE in case of phone-fix failure
• 25% Field intervention: to maintain technical self-competence, and customer-related skills (customer excellence).
• 5% Coordination: map all commercial demand and update the schedule of the service team in cooperation and accordance with the Fe's Supervisor/Senior FE.
• 5% Admin task: Archive service report, help in spare parts inventory, consumption and orders. Help in improving the general processes of service team to improve efficiency in the field. (call routing, and customer visits schedule management).

Required Skills:

• BS degree in Biomedical Engineering / Electronic / Mechatronic, Electrical, or related field.
• Minimum 1 years' experience installing, operating, maintaining, repairing, and modifying medical equipment, preferably in Laboratory instruments.
• Fluent both Arabic and English

Preferred Skills:

• Troubleshooting and Diagnostics skills
• Strong communication skills and customer service orientation

At QuidelOrtho, our culture is shaped by four core behaviors that guide how we collaborate, make decisions, and support each other and those we serve. The ideal candidate will exhibit these behaviors, as we believe they're essential to how we thrive as a team and achieve meaningful impact:

• Thrive Together – Collaborate intentionally, grow as a team
• Make It Happen – Focus on priorities, embrace continuous improvement
• Commit to Service – Cultivate a service mindset

Embrace Inclusion – Be open and authentic, welcome diverse perspectives