Technical Support Specialist

Werfen; Minneapolis (MN); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with employer match

Paid vacation

Job summary

Werfen in Minneapolis seeks a Technical Support Specialist to provide first-line assistance on product usage, instrument performance, and QC concerns. You will document customer interactions and assist Werfen field personnel in a call center environment.

Role requires collaboration with North America Commercial Operations, Client Services, QA, and IT to resolve issues. A biology/medical technology background and 3+ years in clinical support are preferred.

Qualifications

• Bachelor’s degree in Biology, Medical Technology, Biomedical Engineering or related field or equivalent experience required
• Minimum three years experience in a clinical setting or clinical support role in a regulated environment required
• Hemostasis: strong knowledge of Hemostasis/QC required
• Acute Care Diagnostics: strong knowledge of point of care testing required
• Autoimmunity: strong knowledge of diagnostic assay testing and QC
• Transfusion: MT(ASCP) or MLS(ASCP) certification or MLT with 5+ years blood banking experience; at least 2 years blood banking experience

Responsibilities

• Provides first line contact and ownership for technical assistance on Werfen products and services
• Maintains accurate records of all customer interactions per Quality System requirements
• Follows procedures to escalate unresolved issues
• Participates in on-call rotation and coverage during off-shift hours/weekends/holidays
• Demonstrates technical knowledge by providing assistance to others, including escalation support

Skills

Troubleshooting

Documentation

Communication

Multitasking

Customer service

Microsoft Office

Education

Bachelor's degree in Biology/Medical Technology/Biomedical Engineering or related field

Tools

Windows OS

Office Applications

Job description

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

Provides troubleshooting and assistance to customers and Werfen field personnel in a call center environment. This includes support on Werfen product usage and function, technical questions, instrument performance, instrument capabilities and other product concerns as required.

Responsibilities

Key Accountabilities

• Provides first line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve


• Maintains accurate records of all customer interactions as per Quality System requirements


• Follows procedures to elevate unresolved issues as appropriate


• Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required


• Demonstrates technical knowledge through providing assistance and guidance to other, including escalation assistance


• Participated in additional projects as assigned by Technical Support Management


• Other duties as assigned

Networking/Key relationships

• North America Commercial Operations


• Client Services


• Quality Assurance and Regulatory Affairs


• Information Technology

Qualifications

Minimum Knowledge & Experience required for the position

• Bachelor’s degree in Biology, Medical Technology, Biomedical Engineering or a related field or equivalent experience required


• Minimum Three years experience in a clinical setting or clinical support role in a regulated environment required


• Hemostasis:
  
  
  
  • Strong knowledge of Hemostasis/QC required
  
  
  
  


• Acute Care Diagnostics:
  
  
  
  • Strong knowledge of point of care testing (example: Generalist/Chemistry or other) required
  
  
  
  


• Autoimmunity:
  
  
  
  • Strong knowledge of diagnostic assay testing, automation and QC re-quired
  
  
  • Knowledge of autoimmunity diagnostics required
  
  
  
  


• Transfusion:
  
  
  
  • MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required.
  
  
  • Minimum two years Blood Banking experience, required
  
  
  • Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris), preferred
  
  
  
  

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

Skills & Capabilities

• Ability to troubleshoot and diagnose technical problems with minimal assistance


• Strong organizational skills and ability to multi-task


• Ability to work under pressure and exercise good judgement


• Strong verbal and written communication skills with continuous focus on positive and collaborative approach


• Strong customer service and interpersonal skills


• Proficiency in Microsoft Windows operations systems and Office Applications.

Travel Requirements

Up to 5% travel

The annual base salary range for this role is currently $80,000 to $95,000. 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.

www.werfen.com