Instrumentation Laboratory Company

Global Support Engineer - Transfusion

Instrumentation Laboratory Company • $80K — $110K *
Norcross, GA 30093In-Person
Healthcare
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Knowledge of HLA in transplant diagnostics is required.
  • Master's Degree with 3+ years of experience or B.S. with 5+ years of experience in troubleshooting.
  • Strong computer skills; familiarity with data analysis software is highly desired.
  • Background as a medical technologist or exposure to biology and immunology is beneficial.
  • Familiarity with Linux is a plus.

Responsibilities

  • Lead technical role in cross-functional product and software development.
  • Generate and manage technical documentation including user manuals and training materials.
  • Serve as a Subject Matter Expert on current and new product applications.
  • Train cross-functional teams on technical improvements and new releases.
  • Create user acceptance test scripts and report on software development projects.
  • Collaborate with internal stakeholders to address complex issues and manage project progress.
  • Resolve escalated issues for Transplant products globally.

Benefits

  • Opportunity for extensive international travel up to 50%.
  • Engagement in meaningful product development efforts that impact healthcare.
  • Collaboration with diverse cross-functional teams enhancing professional development.
Full Job Description
Overview

Within the Strategic Business Unit, the role of the Global Support Engineer supports the Transplant Business Unit, and executes on product development plans and implementation. The GSE is responsible for actively collaborating with cross-functional teams to contribute to the development and implementation of products, software, and customer tools. This collaborative effort is aimed at advancing business goals and ensuring the long-term success of our Transplant Business. The GSE role also entails providing comprehensive troubleshooting support for assay/software domestically and internationally. This includes recommending and guiding the field teamson actions plans for escalated issues and complaints.

Responsibilities

  • Candidate must be able to assume a lead technical role in cross-functional product and software development teams and play an active roll in executing go-live readiness for product and software implementations as it relates to their functionalities.
  • Generate, update, and manage technical documentation such as user manuals, release notes, implementation guides, and systems guides and work with Learning and Development to update internal and customer training material.
  • Become a Subject Matter Expert and gain a technical understanding of current and new product applications
  • Train cross functional teams on technical product improvements and new product releases
  • Create user acceptance test scripts and provide detailed reports for software development projects.
  • Lead collaborative efforts with internal stakeholders to tackle complex issues and oversee the progress of strategic projects.
  • Responsible for resolving escalated issues for Transplant products worldwide. This involves fielding questions, and working with R&D Subject Matter Experts (SMEs) and Commercial Scientific Affairs to provide solutions to customers.
  • Recommends product and system enhancements based on complaint data and product results.
  • Develop technical bulletins and support technical training for our customer-facing teams.
  • Collaborates with R&D, Marketing, Commercial Scientific Affairs and Sales to develop technical selling strategies and accompany them to customers' laboratories to provide technical assistance.
  • Prepare and present at seminars, conferences, and trade shows.
  • Ensure adherence to applicable SOPs, ISO, FDA, and other Quality Systems Regulations, as well as company policies.
  • Other duties as assigned


Qualifications

  • Knowledgeable of HLA in transplant diagnostics is a must.
  • Master's Degree with 3 or more years of experience with troubleshooting or B.S. with 5 or more years of experience.
  • Strong computer skills; experience with software programs used for data analysis strongly desired.
  • Lab background as a medical technologist and/or exposure to biology and immunology are a plus.
  • Knowledge of Linux would be a plus.

Skills and Capabilities:
  • Demonstrate strategic thinking ability.
  • Analytical mind with problem-solving aptitude.
  • Strong communication skills (verbal and written).
  • Excellent organizational skills.
  • Knowledge of business operations and procedures.
  • Operates independently and autonomously.

Travel Requirements:
  • Ability to travel up to 50%, including international

About Instrumentation Laboratory Company

Instrumentation Laboratory Company (IL) is a global leader in the development, manufacturing and distribution of diagnostic solutions for Acute Care Diagnostics, with a focus on Critical Care and Hemostasis testing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. IL develops, manufactures and distributes diagnostic solutions including: critical care systems, hemostasis systems and information management systems. IL's products are used in hospitals around the world, including large hospital systems, independent hospitals and clinics, and reference laboratories. IL is headquartered in Bedford, Massachusetts, and has operations in Europe, the Middle East, Africa, Asia-Pacific, and Latin America.
Learn more about Instrumentation Laboratory Company
Size
1,000 employees
Industry
Healthcare
Net Income
$50 million
5 Year Trend
+5%
Revenue
$500 million
* Ladders Estimates

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