Technical Onboarding Specialist (701)

General Summary As an Onboarding Specialist at QualTex, you will play a mission-critical role in the technical implementation, validation coordination, and operational integration of new client services into our laboratory testing infrastructure. This role requires active collaboration with Laboratory Operations, Quality Assurance, IT, and Client Services to ensure each onboarding is executed with regulatory compliance, data integrity, and system alignment across the pre-analytical, analytical, and post-analytical phases. You will lead and manage onboarding workflows that include client requirements gathering, sample handling protocols, LIMS setup and configuration, test method documentation, and coordination of validation timelines and resource readiness. Your responsibilities will include facilitating technical kickoff meetings, supporting method verification planning, ensuring accurate data mapping and transfer, and maintaining onboarding progress through structured tracking tools and cross-functional milestone reviews. This position demands a detail-oriented, technically fluent professional who can navigate high-complexity onboarding scenarios while optimizing turnaround times and minimizing integration risks. You will contribute to the development of scalable onboarding frameworks, support root cause analysis during implementation delays, and proactively identify process improvements that enhance laboratory throughput and client satisfaction.

Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (internal or external, including donors for select positions) through multiple feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes.

Major Duties and Responsibilities Essential Tasks • Technical Enablement & Workflow-Specific Client TrainingLead the design and delivery of client-specific technical training programs focused on laboratory workflows, LIMS utilization, data submission standards, and method-specific testing protocols. Incorporate regulatory requirements (e.g., CLIA, FDA, ISO 15189) and industry best practices to ensure clients are fully operational and compliant at go-live. Deliver training in both live and asynchronous formats to accommodate validation, pre-production simulation, and go-live support. • Client Discovery, Data Intake & Systems DocumentationOwn the technical intake process for new clients, gathering and validating business rules, testing panels, sample matrix specifications, labeling formats, and data interface requirements. Ensure all intake documentation—including client SOPs, onboarding trackers, validation protocols, and configuration templates—is accurately recorded, version-controlled, and compliant with internal QA/QMS policies. • Client Advocacy, Technical Escalation & Resolution ManagementAct as a key technical liaison during the onboarding lifecycle, responding to client escalations related to sample acceptability, method application, data integrity, and system performance. Work directly with Quality, Laboratory Operations, IT, and LIMS administrators to drive root cause analysis and immediate resolution of onboarding blockers. Maintain an audit trail of all escalations and remediation actions for compliance and process improvement. • Onboarding Execution & Milestone ControlCoordinate onboarding timelines from pre-kickoff through validation and production launch. Develop structured milestone plans with gating criteria such as validation sign-off, IT configuration, sample simulation, and SOP alignment. Monitor real-time progress, escalate delays, and ensure resource alignment across departments to maintain schedule adherence and minimize go-live risk. • Operational Reporting, Audit Support & OptimizationMaintain comprehensive records of onboarding activities, including configuration checklists, sample tracking logs, test performance metrics, and validation summaries. Generate onboarding KPIs for leadership visibility and reporting into quality or audit systems as needed. Identify opportunities to standardize onboarding playbooks and automate tracking/reporting processes for future scalability. • Forecasting & Readiness AlignmentCollaborate with the laboratory and project management teams to forecast onboarding test volumes and align validation timelines with operational capacity. Ensure readiness of instrumentation, reagents, and human resources to meet contractual testing commitments. Communicate clear expectations to clients regarding deliverables, timelines, and go-live requirements. • Client Education & Technical OrientationProvide onboarding clients with detailed training materials, simulation data, and hands-on walkthroughs covering system workflows, data upload procedures, sample submission logistics, and result retrieval. Verify client readiness through structured pre-launch checklists and dry runs. • Technical Troubleshooting & Cross-Functional CollaborationAssist clients with data integration issues, LIMS formatting errors, unexpected test results, or sample processing exceptions. Coordinate with internal technical teams to resolve anomalies rapidly, document outcomes, and update onboarding SOPs to prevent recurrence. • Continuous Improvement & Knowledge ManagementProactively identify process gaps or recurring onboarding challenges and propose system or workflow enhancements. Contribute to the development of onboarding SOPs, technical knowledge bases, and validation libraries to reduce onboarding cycle time and improve quality. Document and revise onboarding frameworks regularly to support scalability across service lines and client segments. • Flexibility & Mission-Critical SupportSupport critical onboarding phases outside of standard business hours when necessary to meet time-sensitive client expectations. This includes occasional weekend or holiday availability to support validation training, sample simulations, or urgent go-live requirements. • Performs other duties as assigned to support onboarding operations, technical services, and enterprise-level implementation priorities. • Monitoring customer progress during the onboarding period and providing feedback to internal teams to inform product development and customer success strategies.

Performs other duties as assigned.

Non-Essential Tasks • Assist other departments as assigned.

Education Required Minimum Education Requires a Bachelor’s Degree from an accredited four-year college or university.

Licenses and/or Certifications • Valid United States Driver’s License • US Passport preferred
Experience Required Minimum Experience • Requires five or more years of Technical Laboratory Onboarding, Transition Management or relevant experience with negotiation, growth, and customer success experience.
Preferred Experience • Prefer Salesforce Experience. Experience Exception to Education

Knowledge • Must demonstrate expertise in Clinical Laboratory Techniques: Must demonstrate a deep, functional understanding of clinical laboratory methodologies, ensuring accurate execution and troubleshooting across all testing phases. • Must maintain up-to-date expertise in all relevant regulatory and quality standards (FDA, EU, GHM, ISO, OSHA, cGMP). • Must strictly enforce compliance within Standard Operating Procedures (SOPs) and policies. Proactively identify gaps and drive adherence across onboarding activities. • Must proactively recognize, investigate, and resolve anomalies or challenges in pre-analytical, analytical, and post-analytical testing phases, preventing delays and ensuring data integrity. • Must design and execute a structured, high-impact onboarding program, including developing client-specific onboarding materials, delivering effective training sessions. • Must manage expectations, and driving customer engagement from contract signing to revenue activation. • Must have a comprehensive understanding of the testing services being onboarded, including their features, functionality, and benefits, to provide expert-level guidance to clients and internal teams. • Must accurately interpret test results, clearly communicate findings to internal and external stakeholders, and ensure clients fully understand testing outcomes and implications. • Must proactively acquire and maintain in-depth knowledge of all existing QualTex Laboratories client accounts, leveraging historical data and client interactions to optimize onboarding strategies and strengthen partnerships. • Freeform 16, ShapeMust enforce onboarding best practices, optimize workflow efficiency, and drive cross-functional alignment to eliminate bottlenecks, ensuring seamless execution of onboarding and accelerated revenue realization.
Skills • Must be capable of performing, evaluating, and reporting on marketing analysis and developing business plans. • Must have excellent management skills. • Must have excellent interpersonal and public speaking skills. • Must be capable of operating motor vehicles in all types of weather conditions. • Must have excellent written and oral communication skills. • Must demonstrate positive leadership skills. • Must understand and use performance excellence principles and tools for decision making and planning. • Must have strong computer skills.
Abilities • Must be able to keep information confidential. • Must be able to stay up to date with product updates, new features, and industry developments is important for continuously improving the onboarding process and providing valuable insights to customers. • Must be neat in appearance and well groomed. • Must be professional, organized, detail oriented, communicative, and have the ability to greet the public in a friendly and courteous manner. • Must recognize and facilitate resolution of unusual results or difficulties encountered in all phases of laboratory testing. • Must have the ability to identify and resolve issues quickly and effectively is important for troubleshooting any obstacles that may arise during the onboarding process.

All qualified applicants will receive consideration for employment without regard to race, color, sex,
sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally
protected status.