Technical Support Specialist Remote Overnight

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. 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 • North America Commercial Operations • Client Services • Quality Assurance and Regulatory Affairs Information Technology Minimum 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 re-quired • 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), 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 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 Apply Job!