Technical Support Specialist

Responsibilities

• 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.
• Folows 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 assistance and guidance to other, including escalation assistance.
• Participated in additional projects as assigned by Technical Support Management.

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.

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.

Networking/Key Relationships

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

Pay

The annual base salary range for this role is currently $80,000 to $95,000. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

Benefits

• Medical, dental, and vision insurance
• 401(k) plan retirement benefits with an employer match
• Paid vacation and sick leave
• Commission plan eligibility for sales roles
• Performance-based bonus eligibility for management and select professional roles

Closing

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.