Josh Orozco Email & Phone Number

San Diego, California, United States

Acted as a Subject Matter Expert and provided technical guidance to field personnel globally for in vitro Clinical Chemistry analyzers.Troubleshot complex problems and planned/executed experiments for part failure analysis.Led investigations with cross-functional teams for hardware and software field escalations.Investigated part failure for Potential Product Issues and documented activity into complaint handling system in compliance with FDA regulations.Wrote and edited SOPs, technical bulletins, and software update instructions to optimize onsite fix rates.Reviewed and presented instrument data to key stakeholders for root cause analysis.Led knowledge transfer sessions to introduce new product updates including software changes, assay updates, known issues, and part modifications.Developed and maintained monthly status reports on analyzers at high-cost sites.Built and maintained optimal relationships and collaborations with internal and external partners.

San Diego County, California, United States

Serviced, troubleshot and installed in-vitro instruments at 20+ sites across San Diego & Orange CountyPerformed precision studies, verification tests, and QC/Calibrations for reagent troubleshootingReviewed Levey-Jennings, Calibrations, and additional instrument data for assay performance issuesActed as primary contact for the customer on service escalations to develop/implement action plans Interpreted schematics and blueprints for power control, installations and troubleshootingTrained operators to ensure optimal system performance and customer satisfactionExpertise includes: Clinical Chemistry, Blood Gas, and Immunoassay analyzers

Newark, Delaware, United States

Provided technical phone support nationwide for Clinical Chemistry Diagnostic Analyzer to over 400 users. Resolved over 60 customer calls weekly with 85% resolution rate.Innovated solutions to a wide range of complex problems; software, reagent and hardware including reagent stability issues, discrepant patient results, and general hardware/software errors.Engaged in data analytics for assay and CAP survey related issues.Acted as liaison in a cross-functional team for reagent and troubleshooting escalations. Documented complaint and activity into complaint handling system using Good Documentation Practices.Reviewed and filed Potential Product and Safety Issues in compliance with FDA regulations.Trained new hires and acted as a point-person for additional technical assistance within the team.Participated in pilot projects to increase costs savings and efficiency for the business.Displayed highly developed communication and interpersonal skills with customers and team.Drove individual KPIs to meet the needs of the customer and business.

Newark, De

- Followed up with customers to ensure they had received the latest customer bulletins.- Managed fax back forms and spreadsheets containing customer mailing lists to satisfy FDA requirements- Assisted the Installed Base Team with updating diagnostic in vitro analyzers installation statuses in SAP.