Support customers and Werfen field teams by troubleshooting Werfen products and answering technical questions in a call center environment.

Serve as first line contact with ownership for technical assistance related to Werfen products and services, including research, troubleshooting, and solution identification
Provide support for product usage and function, technical questions, instrument performance/capabilities, and other product concerns as needed
Document accurate records of all customer interactions in accordance with Quality System requirements
Follow established procedures to escalate unresolved issues appropriately
Participate in an on-call rotation, including coverage during off-shift hours, weekends, and holidays as required
Apply technical knowledge to assist and guide other team members, including escalation assistance
Contribute to additional projects assigned by Technical Support Management
Perform other duties as assigned

Bachelor’s degree in Biology, Medical Technology, Biomedical Engineering, or a related field, or equivalent experience
Minimum 3 years experience in a clinical setting or clinical support role within a regulated environment
Strong knowledge of Hemostasis/QC
Strong knowledge of point of care testing (example: Generalist/Chemistry or other)
Strong knowledge of diagnostic assay testing, automation, and QC
Knowledge of autoimmunity diagnostics
MT(ASCP) or MLS(ASCP) certification, required; or MLT with minimum five years and direct Blood Banking experience
Minimum 2 years Blood Banking experience, required
Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris), preferred
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 a positive, collaborative approach
Strong customer service and interpersonal skills
Proficiency with Microsoft Windows operations systems and Office Applications

Medical, dental, and vision insurance
401k plan retirement benefits with an employer match
Paid vacation and sick leave
Sales roles are eligible for participation in a commission plan
Management and select professional roles are eligible for a performance-based bonus

Technical Support Specialist, Acute Care Diagnostics

Job Description