Technical Support Specialist – Hemostasis (Tuesday-Saturday)

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 requiredHemostasis:Strong knowledge of Hemostasis/QC required

Acute Care Diagnostics:Strong knowledge of point of care testing (example: Generalist/Chemistry or other) required

AutoimmunityStrong 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