Technical Support Specialist
$80,000–$95,000 year
On-siteField, Kentucky, United States
Field, Kentucky, United StatesOn-siteFull Time$80,000–$95,000 yearBachelors DegreeLarge
Full TimeBachelors DegreeLarge
Job Summary
Provide first-line technical support and troubleshooting for Werfen products and services in a call center environment, resolving instrument performance issues and guiding field personnel. Maintain accurate records of all customer interactions per Quality System requirements and follow procedures to escalate unresolved problems. Participate in on-call rotation and coverage during off-shift hours, weekends, and holidays as required. Demonstrate technical knowledge by assisting colleagues and providing escalation support on assigned projects.
Required Qualifications
- Bachelor's degree in Biology, Medical Technology, Biomedical Engineering or a related field
- Minimum Three years experience in a clinical setting or clinical support role in a regulated environment
- Strong knowledge of Hemostasis/QC
- Strong knowledge of point of care testing (example: Generalist/Chemistry or other)
- Strong knowledge of diagnostic assay testing, automation and QC
- Knowledge of autoimmunity diagnostics
- MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience)
- Minimum two years Blood Banking experience
- Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris)
- 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
- Up to 5% travel
- Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required
Desired Qualifications
- Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris)
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