Global Support Engineer - Transfusion

Werfen North America; Norcross (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

Werfen North America is looking for a Global Support Engineer to lead product development and implementation efforts within the Transplant Business Unit. The ideal candidate will support troubleshooting globally, improve technical documentation, and train teams on new product releases. A Master’s degree or equivalent experience in troubleshooting is required, along with expertise in HLA in transplant diagnostics. Strong communication, analytical, and organizational skills are essential for this role.

This position offers the opportunity to engage with cross-functional teams and enhance technical selling strategies, ensuring the success of our product offerings in hospitals and clinical laboratories.

Qualifications

• Knowledge of HLA in transplant diagnostics is mandatory.
• Master’s degree with 3 or more years of experience in troubleshooting or a B.S. with 5 or more years.
• Strong computer skills and experience with data analysis software.

Responsibilities

• Lead cross-functional product and software development teams.
• Manage technical documentation and update training materials.
• Train teams on product improvements and new releases.
• Resolve escalated issues for Transplant products worldwide.
• Collaborate with stakeholders to develop technical selling strategies.

Skills

Strategic thinking

Analytical problem-solving

Strong communication skills

Excellent organizational skills

Independent operation

Education

Master's degree with 3+ years experience or B.S. with 5+ years

Tools

Software programs for data analysis

Linux

Job description

Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions primarily used in hospitals and independent clinical laboratories. Our business lines include Hemostasis, Acute Care, Autoimmunity diagnostics, and Original Equipment Manufacturing. Our North American Commercial Operations, Headquarters, and Technology Centers are located in Bedford, MA; San Diego, CA; Orangeburg, NY; and San Diego, CA.

Overview

Within the Strategic Business Unit, the Global Support Engineer supports the Transplant Business Unit by executing product development plans and implementation. The GSE collaborates with cross‑functional teams to develop and implement products, software, and customer tools, advancing business goals and ensuring the long‑term success of the Transplant Business. The GSE provides comprehensive troubleshooting support for assay/software domestically and internationally, recommending and guiding the field team on action plans for escalated issues and complaints.

Responsibilities

• Assume a lead technical role in cross‑functional product and software development teams and play an active role in executing go‑live readiness for product and software implementations.
• Generate, update, and manage technical documentation such as user manuals, release notes, implementation guides, and systems guides and work with Learning and Development to update internal and customer training material.
• Become a Subject Matter Expert and gain a technical understanding of current and new product applications.
• Train cross‑functional teams on technical product improvements and new product releases.
• Create user acceptance test scripts and provide detailed reports for software development projects.
• Lead collaborative efforts with internal stakeholders to tackle complex issues and oversee the progress of strategic projects.
• Resolve escalated issues for Transplant products worldwide by fielding questions and working with R&D Subject Matter Experts and Commercial Scientific Affairs to provide solutions to customers.
• Recommend product and system enhancements based on complaint data and product results.
• Develop technical bulletins and support technical training for customer‑facing teams.
• Collaborate with R&D, Marketing, Commercial Scientific Affairs, and Sales to develop technical selling strategies and accompany customers’ laboratories to provide technical assistance.
• Prepare and present at seminars, conferences, and trade shows.
• Ensure adherence to applicable SOPs, ISO, FDA, and other Quality Systems Regulations, as well as company policies.
• Other duties as assigned.

Qualifications

• Knowledge of HLA in transplant diagnostics is mandatory.
• Master’s degree with 3 or more years of experience in troubleshooting or a B.S. with 5 or more years of experience.
• Strong computer skills; experience with software programs used for data analysis is strongly desired.
• Background as a medical technologist and/or exposure to biology and immunology is a plus.
• Knowledge of Linux is a plus.

Skills And Capabilities

• Demonstrate strategic thinking ability.
• Analytical mind with problem‑solving aptitude.
• Strong communication skills (verbal and written).
• Excellent organizational skills.
• Knowledge of business operations and procedures.
• Operate independently and autonomously.

Travel Requirements

• Ability to travel up to 50%, including international.

Closing

Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.