Clinical Technical Support Specialist: Hybrid Remote/Onsite

Werfenlife SA.; Bedford (TX); Hybrid; USD 50,000 - 90,000; Full time

Job summary

An innovative and growing company is seeking a Clinical Technical Support Specialist to provide exceptional technical assistance to customers and field personnel. This role involves troubleshooting instrument issues, offering first-line support, and ensuring customer satisfaction through effective communication. The ideal candidate will possess strong organizational and multi-tasking skills, along with a Bachelor's degree in a relevant field. Join a dedicated team focused on enhancing patient care and improving hospital efficiency in a dynamic work environment that values continuous learning and professional growth.

Qualifications

• 3+ years of experience in a clinical setting with customer support experience preferred.
• Bachelor's degree in a relevant field or equivalent experience required.

Responsibilities

• Provide technical assistance and troubleshoot instrument issues over the phone.
• Train new personnel and enhance knowledge of products for effective support.

Skills

Organizational Skills

Multi-tasking

Communication Skills

MS Windows Proficiency

Typing Skills

Lotus Notes

Excel

Word

Education

Bachelor's Degree in Medical Technology

Bachelor's Degree in Biomedical Engineering

Equivalent Experience

Job description

Clinical Technical Support Specialist: Hybrid Remote/Onsite

Bedford - 180 Hartwell Road Bedford, Massachusetts 01730 United States

Country: United States

Shift: 1st

About the Position

Introduction

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.

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.

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/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 Medical Technology, Biomedical Engineering or a related field or equivalent experience.
• Minimum 3 years' experience in a clinical setting.
• Previous customer support experience is desirable.

Additional Information

International Mobility Required: No

Travel Requirements: <5% of the time

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

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 [e-mail] for assistance.