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 asisstance 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 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