Welcome page Returning Candidate? Log back in! Technical Support Specialist: Blood Bank Job Locations US-MA-Bedford Job ID 2024-7661 Type Regular Full-Time Category Customer & Technical Support 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 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 asisstnance and guidance to other, including escalation assistanceParticipated in additional projects as assigned by Technical Support ManagementOther duties as assigned

Networking/Key relationships

North America Commercial OperationsClient ServicesQuality Assurance and Regulatory Affairs

Information Technology

Qualifications

Minimum 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) requiredAutoimmunityStrong knowledge of diagnostic assay testing, automation and QC requiredKnowledge 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, requiredExperience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris), preferred

Management 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% travel

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