Clinical Technical Support Specialist: Hybrid Remote/Onsite

Talentify.io; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated technical support specialist to provide exceptional assistance to customers and field personnel. In this dynamic role, you will troubleshoot instrument performance issues, offer guidance, and ensure customer satisfaction through effective communication. Your expertise will contribute to training new team members and enhancing your knowledge of innovative medical technologies. Join a forward-thinking company where your skills will make a significant impact in the field of diagnostics. If you thrive in a fast-paced environment and are passionate about helping others, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in a clinical setting required.
• Bachelor's degree in a relevant field is essential.

Responsibilities

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

Skills

Organizational Skills

Multi-tasking

Communication Skills

Proficiency in MS Windows

Typing Skills

Lotus Notes

Excel

Word

Education

Bachelor's Degree in Medical Technology

Biomedical Engineering

Related Field or Equivalent Experience

Tools

MS Windows

Lotus Notes

Excel

Word

Job description

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.

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.

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: