Technical Support Specialist

2 weeks ago

Bedford, United States Werfen Full time
Job Information Number
ICIMS-2024-7832
Job Function
Technical Service & Support
Location
Bedford - 180 Hartwell Road Bedford, Massachusetts 01730 United States
Country
United States
Shift
1st
Job Description Overview

Position Summary:

Provides troubleshooting and assistance to customers and Werfen field personnel in a call center environment. This includes support on Werfen product usage and function, technical questions, instrument performance, instrument capabilities and other product concerns as required.

Responsibilities

Key Accountabilities

  • Provides first line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve
  • Maintains accurate records of all customer interactions as per Quality System requirements
  • Follows procedures to escalate unresolved issues as appropriate
  • Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required
  • Demonstrates technical knowledge through providing asisstnance and guidance to other, including escalation assistance
  • Participated in additional projects as assigned by Technical Support Management
  • Other duties as assigned

Networking/Key relationships

  • North America Commercial Operations
  • Client Services
  • Quality Assurance and Regulatory Affairs

Information Technology

Qualifications

Minimum Knowledge & Experience required for the position:

  • Bachelor's degree in Biology, Medical Technology, Biomedical Engineering or a related field or equivalent experience required
  • Minimum Three years experience in a clinical setting or clinical support role in a regulated environment required
    • Hemostasis:
      • Strong knowledge of Hemostasis/QC required
    • Acute Care Diagnostics:
      • Strong knowledge of point of care testing (example: Generalist/Chemistry or other) required
    • Autoimmunity
      • Strong knowledge of diagnostic assay testing, automation and QC re-quired
      • Knowledge of autoimmunity diagnostics required
    • Transfusion:
      • MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required.
      • Minimum two years Blood Banking experience, required
      • Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris), preferred

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities:

  • Ability to troubleshoot and diagnose technical problems with minimal assistance
  • Strong organizational skills and ability to multi-task
  • Ability to work under pressure and exercise good judgement
  • Strong verbal and written communication skills with continuous focus on positive and collaborative approach
  • Strong customer service and interpersonal skills
  • Proficiency in Microsoft Windows operations systems and Office Applications.

Travel requirements:Up to 5% travel

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com

#LI-Hybrid

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