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