Werfen

Technical Support Specialist: Blood Bank

Job Locations US-MA-Bedford
Job ID
2024-7661
Type
Regular Full-Time
Category
Customer & Technical Support

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 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

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