Technical Support Specialist

Werfen Technical Support RepresentativeProvides 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 AccountabilitiesProvides first line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolveMaintains accurate records of all customer interactions as per Quality System requirementsFollows procedures to escalate unresolved issues as appropriateParticipates in on-call rotation and coverage during off-shift hours/weekends/holidays as requiredDemonstrates technical knowledge through providing assistance and guidance to other, including escalation assistanceParticipated in additional projects as assigned by Technical Support ManagementOther duties as assignedNetworking/Key RelationshipsNorth America Commercial OperationsClient ServicesQuality Assurance and Regulatory AffairsInformation TechnologyMinimum Knowledge & Experience Required for the PositionBachelor's degree in Biology, Medical Technology, Biomedical Engineering or a related field or equivalent experience requiredMinimum Three years experience in a clinical setting or clinical support role in a regulated environment requiredHemostasis: Strong knowledge of Hemostasis/QC requiredAcute Care Diagnostics: Strong knowledge of point of care testing (example: Generalist/Chemistry or other) requiredAutoimmunity: Strong knowledge of diagnostic assay testing, automation and QC required. Knowledge of autoimmunity diagnostics requiredTransfusion: 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), preferredManagement has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.Skills & CapabilitiesAbility to troubleshoot and diagnose technical problems with minimal assistanceStrong organizational skills and ability to multi-taskAbility to work under pressure and exercise good judgementStrong verbal and written communication skills with continuous focus on positive and collaborative approachStrong customer service and interpersonal skillsProficiency in Microsoft Windows operations systems and Office Applications.Travel requirements: Up to 5% travelThe annual base salary range for this role is currently $80,000 to $95,000. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.