Job Description
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
ย Provides first line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve
ย Maintains accurate records of all customer interactions as per Quality System requirements
ย Follows procedures to escalate unresolved issues as appropriate
ย Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required
ย Demonstrates technical knowledge through providing asisstnance and guidance to other, including escalation assistance
ย Participated in additional projects as assigned by Technical Support Management
ย Other duties as assigned
Networking/Key relationships
ย North America Commercial Operations
ย Client Services
ย Quality Assurance and Regulatory Affairs
Information Technology
Qualifications:
Minimum Knowledge & Experience required for the position:
ย Bachelorยs degree in Biology, Medical Technology, Biomedical Engineering or a related field or equivalent experience required
ย Minimum Three years experience in a clinical setting or clinical support role in a regulated environment required
ย Hemostasis:
ย Strong knowledge of Hemostasis/QC required
ย Acute Care Diagnostics:
ย Strong knowledge of point of care testing (example: Generalist/Chemistry or other) required
ย Autoimmunity
ย Strong knowledge of diagnostic assay testing, automation and QC re-quired
ย Knowledge of autoimmunity diagnostics required
ย Transfusion:
ย MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required.
ย Minimum two years Blood Banking experience, required
ย 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:
ย Ability to troubleshoot and diagnose technical problems with minimal assistance
ย Strong organizational skills and ability to multi-task
ย Ability to work under pressure and exercise good judgement
ย Strong verbal and written communication skills with continuous focus on positive and collaborative approach
ย Strong customer service and interpersonal skills
ย Proficiency in Microsoft Windows operations systems and Office Applications.
Travel requirements:
Up to 5% travel
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