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.

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

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 required
    • 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