Technical Support Specialist I

Overview

Position Summary:

Under direction of the department manager, provides technical assistance to customers and Werfen field personnel within a product line responsibility.  Troubleshoots, over the phone, answers a broad range of technical questions regarding instrument performance, instrument capabilities, QC concerns and other product concerns as required.  Assists in the training and direction of new personnel within the department.

Responsibilities

Key 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. 
• Assists in training and guidance of new department personnel.
• Enhances personal knowledge of Werfen products and other disciplines to increase ability to provide rapid, effective support.
• Acute Care Diagnostics product line specialists participate in on-call rotation after hours/weekends and holidays.
• Hemostasis product line specialists assist as needed/required with covering off-shift hours/weekends/holidays and/or on-call responsibility.
• Represents the department within Werfen as required to provide proper information for problem resolution.

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:

• To be determined based on department needs

Skills & 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

Qualifications

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