Field Technical Support Specialist, Acute Care Diagnostics

Werfen; Bedford (MA); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with match

Paid vacation and sick leave

Commission plan (sales roles)

Performance-based bonus

Job summary

Werfen is seeking a Technical Service & Support specialist to provide first-line help on product usage and instrument performance in a call center setting. You will troubleshoot issues, document interactions, and participate in on-call coverage while collaborating with North America Operations and IT teams.

The role requires a biology/medical tech background with 3+ years in a regulated clinical environment and knowledge of blood bank instrumentation. Travel up to 5% is typical.

Qualifications

• Bachelor's degree in Biology, Medical Technology, Biomedical Engineering or a related field.
• Minimum three years of experience in a clinical setting or clinical support role.
• Strong knowledge of Hemostasis, Acute Care Diagnostics, Autoimmunity and Transfusion.
• MT(ASCP) or MLS(ASCP) or MLT with direct Blood Banking experience.

Responsibilities

• Provides first line contact and ownership for technical assistance on Werfen products.
• Maintains accurate records of all customer interactions per Quality System.
• Elevates unresolved issues and participates in on-call rotation as needed.
• Assists with escalation and knowledge sharing across teams.

Skills

Troubleshooting

Communication

Customer service

Windows OS

MS Office

Multi-tasking

Interpersonal skills

Problem diagnosis

Education

Biology degree

Medical Technology

Biomedical Engineering

Related field

Tools

Blood bank instruments

MCWS

Echo Lumena

NEO Iris

Job description

Werfen is seeking a Technical Service & Support specialist to provide first-line help on product usage and instrument performance in a call center setting. You will troubleshoot issues, document interactions, and participate in on-call coverage while collaborating with North America Operations and IT teams.

The role requires a biology/medical tech background with 3+ years in a regulated clinical environment and knowledge of blood bank instrumentation. Travel up to 5% is typical.