Technical Support Specialist Remote Overnight

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.

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

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

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