Clinical Technical Support Specialist: Hybrid Remote/Onsite

Werfen; Massachusetts; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Technical Service & Support Specialist to provide exceptional customer assistance and technical support for medical instruments. In this dynamic role, you will troubleshoot issues, enhance your knowledge of cutting-edge diagnostic products, and contribute to improving patient care. Join a passionate team dedicated to innovation and quality, and be part of a company that values your growth and development. If you thrive in a fast-paced environment and are eager to learn, this opportunity is perfect for you.

Qualifications

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

Responsibilities

• Provide technical assistance to customers and field personnel.
• Troubleshoot instrument problems and assist in training new staff.

Skills

Organizational Skills

Multi-tasking

Effective Communication

MS Windows Proficiency

Typing Skills

Lotus Notes

Excel

Word

Education

Bachelor's Degree in Medical Technology

Biomedical Engineering

Related Field Experience

Job description

Job Information

Number

ICIMS-2025-8608

Job function

Technical Service & Support

Job type

Full-time

Location

Bedford - 180 Hartwell Road Bedford, Massachusetts 01730 United States

Country

United States

Shift

1st

About the Position

Introduction

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. 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.

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 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

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.

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

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