Technical Support Specialist - Hemostasis
Company: Werfen
Location: Bedford
Posted on: May 2, 2024
Job Description:
OverviewWerfen 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. Position Summary:Under
direction of the Technical Operations Manager, provides technical
assistance to customers and Werfen field personnel within a product
line responsibility. Troubleshoot, over the phone, instrument
failures. Answers a broad range of technical questions regarding
instrument performance, instrument capabilities, QC concerns and
other product concerns as required. ResponsibilitiesKey
Accountabilities
- Provides first line contact on phone calls for instrument
assistance (hardware/software/methodology) when possible, resolves
issue with customer during first contact.
- Obtains and records necessary information from customer to
provide adequate and useful record of contact and problem
encountered.
- Troubleshoots instrument problems with customer or Werfen field
personnel, ascertaining customer's willingness and ability to
perform necessary tasks.
- When required, obtains necessary information and dispatch
service request to appropriate Field Service Representative.
- Assumes responsibility for call until it is transferred to the
field.
- Determines if customer's call constitutes a product
complaint.
- Provides technical support to Werfen Field personnel.
- Provides after hours telephone support as required.
- Other duties as assignedBudget Managed (if applicable):
- N/AInternal Networking/Key Relationships:
- To be determined based on department needsSkills &
Capabilities:
- Must have good organizational skills, the ability to
multi-task, work under pressure and exercise good judgment.
- Ability to communicate effectively with customers, peers and
management through oral and written presentations I reports.
- Demonstrated proficiency in MS Windows operating systems
versions.
- Proficient skills in typing, Lotus Notes, Excel, Word and other
job critical applications QualificationsMinimum Knowledge &
Experience Required for the Position:
- Bachelor's degree in Medical Technology, or a related Health
Care Discipline
- Minimum 2 years' experience in a clinical setting International
Mobility Required:
- NoTravel Requirements:
- 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
Keywords: Werfen, Quincy , Technical Support Specialist - Hemostasis, IT / Software / Systems , Bedford, Massachusetts
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