Technical Support Specialist Hemostasis Monday-Friday Overnight 10pm to 6am
Technical Support Specialist Hemostasis Monday-Friday Overnight 10pm to 6am
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Not Disclosed
Salary Not Disclosed
1 Vacancy
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
- 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 oncall rotation and coverage during offshift 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 required
- 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
- Hemostasis:
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 multitask
- 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
Required Experience:
Unclear Seniority
Employment Type
Full-Time
