What are the responsibilities and job description for the Technical Support Specialist - Hemostasis (Tuesday-Saturday) position at Werfen?
Job Information
Number ICIMS-2024-7832 Job function Technical Service & Support Job type Full-time Location Bedford - 180 Hartwell Road Bedford, Massachusetts 01730 United States Country United States Shift 1st
About the Position
Introduction
Werfen
Werfen 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.
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
- 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 assigned
Networking / Key relationships
Information Technology
Qualifications
Minimum Knowledge & Experience required for the position :
Hemostasis :
Strong knowledge of Hemostasis / QC required
Strong knowledge of point of care testing (example : Generalist / Chemistry or other) required
Strong knowledge of diagnostic assay testing, automation and QC re-quired
MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required.
Management has the discretion of substituting relevant work experience for a degree and / or making exceptions to the years of experience requirement.
Skills & Capabilities :
Travel requirements : Up to 5% travel
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 NAtalentacquisition@werfen.com for assistance.
We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.
www.werfen.com
LI- Hybrid
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