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 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
Qualifications:
Minimum Knowledge & Experience required for the position:
Bachelors 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