Technical Support Specialist: Monday – Friday, 4:00 PM – 12:00 AM EST

Overview

Position Summary:

Under direction of the department manager, provides technical assistance to customers and Werfen field personnel within a product line responsibility. Troubleshoots, over the phone, answers a broad range of technical questions regarding instrument performance, instrument capabilities, QC concerns and other product concerns as required. Assists in the training and direction of new personnel within the department.

Responsibilities

Key Accountabilities:

Provides first line contact on phone calls for instrument assistance (hardware/software/methodology) when possible, resolves issue with customer during first contact. Obtains and records necessary information from customer to provide adequate and useful record of contact and problem encountered.  Troubleshoots instrument problems with customer or Werfen field personnel, ascertaining customer's willingness and ability to perform necessary tasks. When required, obtains necessary information and dispatch service request to appropriate Field Service Representative. Assumes responsibility for call until it is transferred to the field.  Assists in training and guidance of new department personnel. Enhances personal knowledge of Werfen products and other disciplines to increase ability to provide rapid, effective support. Acute Care Diagnostics product line specialists participate in on-call rotation after hours/weekends and holidays. Hemostasis product line specialists assist as needed/required with covering off-shift hours/weekends/holidays and/or on-call responsibility. Represents the department within Werfen as required to provide proper information for problem resolution.

Budget Managed (if applicable):

N/A

Internal Networking/Key Relationships:

To be determined based on department needs

Skills & Capabilities: 

Must have good organizational skills, the ability to multi-task, work under pressure and exercise good judgment.  Ability to communicate effectively with customers, peers and management through oral and written presentations I reports. Demonstrated proficiency in MS Windows operating systems versions. Proficient skills in typing, Lotus Notes, Excel, Word and other job critical applications

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 requiredHemostasis:Strong knowledge of Hemostasis/QC requiredAcute Care Diagnostics:Strong knowledge of point of care testing (example: Generalist/Chemistry or other) requiredAutoimmunityStrong knowledge of diagnostic assay testing, automation and QC re-quiredKnowledge of autoimmunity diagnostics requiredTransfusion:MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required.Minimum two years Blood Banking experience, requiredExperience 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

The annual base salary range for this role is currently $80, range to $95, range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

This role is eligible for medical, dental, and vision insurance, k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.

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 for assistance.

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