OverviewPosition 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.
ResponsibilitiesKey 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
QualificationsMinimum 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 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
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.
This role is eligible for medical, dental, and vision insurance, 401k 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.
ClosingIf you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
