Technical Support Specialist

Werfen Technical Support RepresentativeWerfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.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 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 Relationships:North America Commercial OperationsClient ServicesQuality Assurance and Regulatory AffairsInformation TechnologyMinimum Knowledge & Experience Required for the Position:Bachelor'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 & Capabilities:Ability 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.Closing:If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact View email address on click.appcast.io for assistance. Werfen