Technical Support Specialist: Blood Bank

Company: Werfen
Location: Bedford
Posted on: September 3, 2024

Job Description:

OverviewPosition 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. ResponsibilitiesKey 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 assignedNetworking/Key relationships
  • North America Commercial Operations
  • Client Services
  • Quality Assurance and Regulatory AffairsInformation Technology QualificationsMinimum 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 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), 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 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

Keywords: Werfen, Boston , Technical Support Specialist: Blood Bank, IT / Software / Systems , Bedford, Massachusetts