Technical Support Representative III - Transplant

Werfenlife SA.; Bedford (MA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with employer match

Paid vacation and sick leave

Sales commission plan

Performance-based bonus

Job summary

Werfen is seeking a Technical Support Representative III - Transplant in Bedford, MA. The role delivers exceptional support to domestic and international customers via phone, email, and on-site visits, focusing on transplant products and ensuring timely resolution of complex technical issues with strong collaboration across functions.

The candidate will troubleshoot, conduct demonstrations, and participate in product launches, while maintaining compliance with quality systems and regulations.

Qualifications

• Bachelor's degree in a related discipline with troubleshooting experience; Master's preferred with one year of troubleshooting experience.
• Strong knowledge of HLA, antibody detection and molecular assays.
• Willingness to travel to customer sites and interact with lab personnel at all levels.
• Hands-on experience with Luminex platforms and NGS platforms.
• Knowledge of GMP, FDA regulations in clinical diagnostics.
• ASHI Certification (preferred).

Responsibilities

• Answer phone calls and customer service emails daily and manage follow-ups.
• Maintain complete and accurate records per Quality System Requirements.
• Resolve technical issues related to products, software, or instrumentation.
• Provide on-site demonstrations, training, and troubleshooting assistance.
• Assess situations independently and identify solutions.
• Ensure customer satisfaction and compliance with standards.
• Support UAT and launches of new products and software.
• Assist at workshops, seminars, conferences, and trade shows.
• Adhere to SOPs, ISO standards, FDA and other Quality Systems Regulations.

Skills

HLA Experience

Antibody detection

Molecular assays

Troubleshooting

Strong communication

Cross-functional collaboration

Travel readiness

GMP/FDA knowledge

ASHI Certification status (preferred)

Education

Bachelor's degree

Master's degree (preferred)

Tools

Luminex platforms

Next Generation Sequencing platforms

Job description

Technical Support Representative III - Transplant

Werfen - 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

Job Summary

The Technical Support (TS) Representative III plays a crucial role in delivering exceptional support to customers, both domestic and international, throughphone calls, emails, and on-site assistance. The representative is responsible for addressing and resolving product issues within the Transplant business, ensuring solutions are provided promptly to maintain high levels of customer satisfaction. The role requires both technical expertise and strong interpersonal skills to tailor support to each customer's specific needs, ultimately enhancing the overall customer experience and reinforcing the organization's commitment to qualityservice and innovation.

Responsibilities

Key Accountabilities

• Responsible for answering phone calls and customer service emailsdaily in a timely and professional manner as well as managing customer follow-ups to prevent escalation
• Maintains complete and accurate records of all customer interactions as per Quality System Requirements
• Address and resolve technical issues related to products, software, or instrumentation by following established processes and protocols. This includes research, troubleshooting, confirmatory testing, product investigation, and root cause analysis
• Demonstrate technical knowledge by delivering comprehensive technical and application support that includes on-site customer demonstrations, training, and troubleshooting assistance to ensure that all technical aspects are effectively addressed
• Take initiativeand make decisionswithinthe scope of work. Assess situations independently, think critically, identify solutions and take actions to address customers' issues
• Manage customer satisfaction through effectively meeting customer needs and ensuring compliance with company and regulatory standards
• Participate in User Acceptance Testing (UAT) and work with cross-functional teams to supportthe launch of new products and software
• Provide technical assistance and support at workshops, seminars, conferences, and trade shows
• Ensure adherence to applicable SOPs, ISO standards, FDA, and other Quality Systems Regulations, as well as company policies
• Performs other duties and responsibilities as assigned

Responsible accommodations may be made to enable individuals with disabilitiesto perform these essential functions

Networking/Key Relationships

• Quality Assurance
• Manufacturing Technical Support (MTS)
• R&D
• Learning and Development
• Commercial and Scientific Affairs
• Marketing

Qualifications

Minimum Knowledge & Experiencefor the position:

Education: Bachelor's degree in a related discipline with three years of troubleshooting experience; Master's degree in a related discipline preferred with one year of troubleshooting experience

Experience

• Strong HLA Experience
• Strong knowledge of Antibody detection and Molecular assays
• Must be willing to travel to customer's sites and interact with lab personnelat all levels
• Hans-on experience with Luminex platformsand Next Generation Sequencing platforms
• Knowledge of GMP, FDA regulations in the clinical diagnostics market, preferred
• ASHI Certified Histocompatibility, Technologist, or Specialist 9CHT, CHS), preferred

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experiencerequirement

Skills & Capabilities

• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders
• Ability to analyze and troubleshoot technical issues
• Highly collaborative; ability to work cross-functionally with multi-disciplineteams
• Ability to maintain calm during stressfulsituations
• Ability to manage workload and competing priorities
• Self-starter that requires minimal supervision

Travel Requirements

Up to 50% travel required; international travel as needed.

The annual base salary range for this role is currently $90,000 to $110,000. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management,and select professional roles, are eligible for a performance-based bonus.

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.