Technical Support Specialist

Location

Bedford, MA | United States

Job description

Overview

Werfen

Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company’s business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. 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.

Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.

Who we are: Werfen is a worldwide leader in specialized diagnostics, focused on Hemostasis, Acute Care, and Autoimmunity. Our passion for innovation and commitment to global health drives us to deliver new solutions to healthcare challenges. From hospital and commercial laboratories to Cardiovascular Operating Rooms, Intensive Care Units, and Emergency Departments, our integrated analyzers, reagents, and data management solutions help clinicians and laboratorians improve quality and efficiency and ultimately enhance patient care. More than 1.6 million patient blood samples are tested on our systems daily.

Our team, a diverse group of talented individuals from all corners of the world, is our most valued asset and key to our success. 

Every person can make a difference at Werfen, and commitment, passion, and excellent results are consistently recognized and rewarded.

The Role: Technical Support Specialist

The North America Technical Support team is a high-impact customer-facing team responsible for delivering exceptional technical support to healthcare professionals via phone and email.

As a Technical Support Specialist specializing in Autoimmunity, you will provide technical support to customers on the use, capabilities, and troubleshooting of Autoimmunity instruments, software, and diagnostics reagents such as enzyme-linked immunosorbent assays (ELISA), chemiluminescence immunoassays (CLIA), or Immunofluorescence assays (IFA).

If you are self-motivated, enjoy intellectual challenges, and find fulfillment in sharing your scientific expertise and helping others, this is a great opportunity to join our team as we work together and partner with healthcare professionals to improve patients' quality of life with Autoimmune Diseases.

Responsibilities

Key Accountabilities

Essential Functions:

• 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

Secondary Functions:

• Demonstrates technical knowledge through providing assistance and guidance to others, including escalation assistance
• Participates in additional projects as assigned

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:

• To be determined based on department needs.

Skills & Capabilities:

The ideal candidate for this position will exhibit the following skills and capabilities:

• Ability to independently troubleshoot and diagnose advanced technical problems
• 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

Qualifications

Minimum Knowledge & Experience Required for the Position:

Education:

• Bachelor’s degree in Biology, Medical Technology, Biomedical Engineering or a related field or equivalent experience required

Experience:

• Minimum three years’ experience in a clinical setting or clinical support role in a regulated environment required
• Hemostasis:
  • Strong knowledge of Hemostasis/QC highly required
• Acute Care Diagnostics:
  • Strong knowledge of point of care testing (example: Generalist/Chemistry or other) required

Additional Skills/Knowledge:

• Proficiency in MS Windows operating systems and MS Office applications
• Language: Fluency in English required; proficiency in French desirable

International Mobility:

• Required: No

Travel Requirements:

• Up to 5% of time

If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.

Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise our Werfen team.

Job tags

Salary