Werfen
Technical Support Specialist
Werfen, Bedford, Massachusetts, us, 01730
Overview:
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. Were passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care. 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 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: Bachelors 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 Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individuals 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
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. Were passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care. 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 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: Bachelors 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 Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individuals 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