• Execute brand strategy and tactics in field and sales performance • Effectively manage assigned territory and targeted accounts • Build strong customer relationships • Differentiate AbbVie’s value proposition with health providers assigned • Create pre-call plan objectives and execute post-call evaluation

• Resolving escalated policyholder and agent concerns • Responding to emails, phone calls, and inquiries from agents, contact center and field partners • Documenting interactions in Salesforce • Providing exclusive concierge / white label service to Mega accounts • Specialized service aimed toward unique insurance carrier requests

Role Description At QuidelOrtho, we’re advancing the power of diagnostics for a healthier future for all. Join our mission as our next Field Service Representative - North Greater Toronto, Canada. The Field Service Representative will provide on-site technical product services including installation, service, and equipment repair to customers. This is a remote position that offers a company car, gas card, cell phone, and laptop. All vehicle maintenance will be covered by QuidelOrtho. The ideal candidate should be located within the North Greater Toronto Area for this position. The Responsibilities: - Install, troubleshoot, repair, test, and certify the full range of electronic medical devices, distributed by QuidelOrtho, needing field service support. - Provide service to hospitals across the province and other provinces when required. - Accurately complete all paperwork associated with service calls and scheduled PMs. - Stay current on industry practices. - Assist QuidelOrtho Account Managers with customer presentations and trade shows as required. - Perform other work-related duties as assigned. Qualifications - A community college or university graduate from an electronic/biomedical engineering program or equivalent is required. - Superior oral and written English communication skills. - Strong analytical skills and a high level of drive and initiative. - Excellent interpersonal and influencing skills. - Ability to deal with multiple projects and priorities in a dynamic team-oriented environment. - Safe driving skills are required. - Must be able to legally travel to the US for new hire training. - Must have the ability to lift 75lbs. - Must be able to legally work in Canada as we are not offering sponsorship for this position. Requirements - Up to 70% travel is required for this position. Preferred - Experience working in hospitals laboratories repairing medical equipment is an asset. - Bilingual in English and French. The Key Working Relationships Internal Partners: - Field Service: Technical Service representatives, apprentice, Senior Technical Service representatives, Regional Service Specialists, Regional Service Managers, Canada Service Director. - Sales: Sales Director, Account Managers, Sales Manager, Marketing, Technical Specialists, Field Application Specialists, Technical Support Specialists. - Interacts with other aspects of the organization as required (e.g., Finance, HR, IT, Customer Service, etc.). External Partners: - Customers including but not limited to Laboratory Managers, Supervisors. The Work Environment - Typical work week and hours with overtime required in an outside field service environment. - Must have the discipline, organization skills, and self-motivation to work autonomously in a home office environment. - Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. - Regularly required to use hands to finger, handle, or feel and talk or hear. - Frequently required to stand, walk, bend, twist, reach, and sit. - Occasionally required to reach, kneel, squat, or balance. - Must be physically able to travel up to 75%. - Must maintain a valid driver’s license and must own and maintain an automobile suitable for travel to customer sites, airport, etc. - Travel includes airplane, train, automobile, and overnights. - On a typical workday, 80% of time meeting with people, 20% of the time on computer, doing paperwork, or on phone. - Must be able to lift up to 75 pounds.

• Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses accordingly. • Provide compassionate customer support using scripted and non-scripted responses. • Monitor a high volume of medical alerts and alarms, offering genuine care during potentially stressful situations. • Record call details, dispatches, and messages into a database in real-time while maintaining focus and accuracy. • Communicate with empathy, respect, and patience to ensure a positive experience for our members. • Verify and update customer information in the system to ensure records are accurate. • Troubleshoot alarm systems and report issues to ensure timely maintenance. • Proactively inquire about and recommend preventative healthcare services to members. • Manage access to highly sensitive materials and maintain strict confidentiality. • Talk and type simultaneously while navigating multiple screens and systems efficiently. • Successfully complete new hire training and pass all required compliance testing. • Perform other duties as assigned.