Technical Support Specialist, IT Solutions

Werfenlife SA.; Bedford (MA); On-site; USD 70,000 - 95,000; Full time

Job summary

Werfen is seeking a Technical Support Specialist for IT Solutions in Bedford, MA. The role provides advanced technical assistance, escalation support, and customer service for instrument software, interfacing, cybersecurity, and VPN connectivity, interfacing with Lab/Hospital Information Systems and middleware.

The ideal candidate has a Bachelor’s in IT/CS/Engineering or healthcare-related degree with IT experience, and at least 3 years in technical customer support, including healthcare IT

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or Engineering required or Health Care related degree with relevant experience in lieu of an IT related degree will be considered.
• Minimum of 3 years related work experience in technical customer support role required, supporting: Interface Engines, IT Security for healthcare environments, Connectivity, Databases, Networking, or ADT/POCT Devices required.
• Call center or health care customer support experience preferred. Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Responsibilities

• Independently provides advanced technical support to customers via phone, email, and remote connectivity for instrument software, interfacing, connectivity, cybersecurity, data downloads and/or IT Solutions issues.
• Collaborates with internal resources such as PLSM and CSW to support resolution of customer issues.
• Responsible for high quality technical documentation regarding customer issue including resolution and within internal knowledge base systems, and internal team procedures, technical training, etc.
• Independently ensures complete resolution of customer issue on first contact or through follow up contacts as required.
• Independently manages escalated customer interactions or collaborates with appropriate internal contact when unable to resolve.
• Determines if customer's call constitutes a product complaint and follows complaint procedures as required.
• Participates in on-call rotation and covering off-shift hours/weekends/holidays as required
• Other duties as assigned.

Skills

Data analysis

Technical decision making

Verbal communication

Written communication

On-call support

Healthcare IT

English fluency

Education

Bachelor's Degree in Information Technology, Computer Science, or Engineering

Health Care related degree with relevant experience

Tools

VPN/remote access

Middleware connectivity

Healthcare databases

Job description

Technical Support Specialist, IT Solutions

Werfen - Bedford - 180 Hartwell Road Bedford, Massachusetts 01730 United States

Country

United States

Shift

1st

About the Position

Introduction

Werfen

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

This positions provides advanced level technical assistance, escalation support, and customer service to customers and Werfen personnel in a timely manner on a wide variety of issues, including interfacing with Lab/Hospital Information Systems (LIS/HIS) and middleware connectivity, software issues and other product concerns, VPN/remote access capabilities and cybersecurity of Werfen products. Customer interactions carried out thorugh a variety of methodsuch as phone, email, and remote sessions. Ensures customer satisfaction during the support event.

Responsibilities

Key Accountabilities

• Independently provides advanced technical support to customers via phone, email, and remote connectivity for instrument software, interfacing, connectivity, cybersecurity, data downloads and/or IT Solutions issues.
• Collaborates with internal resources such as PLSM and CSW to support resolution of customer issues.
• Responsible for high quality technical documentation regarding customer issue including resolution and within internal knowledge base systems, and internal team procedures, technical training, etc.
• Independently ensures complete resolution of customer issue on first contact or through follow up contacts as required.
• Independently manages escalated customer interactions or collaborates with appropriate internal contact when unable to resolve.
• Determines if customer's call constitutes a product complaint and follows complaint procedures as required.
• Participates in on-call rotation and covering off-shift hours/weekends/holidays as required
• Other duties as assigned.

Networking/Key relationships

To be determined based on department needs, to include interactions such as:

• Commercial Operations Organization I Implementation and Project Team
• Product Line Support Manager I Clinical Software Support

Qualifications

Minimum Knowledge & Experience for the position:

• Bachelor's Degree in Information Technology, Computer Science, or Engineering required or Health Care related degree with relevant experience in lieu of an IT related degree will be considered.
• Minimum of 3 years related work experience in technical customer support role required, supporting: Interface Engines, IT Security for healthcare environments, Connectivity, Databases, Networking, or ADT/POCT Devices required.
• Call center or health care customer support experience 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:

The ideal candidate for this position will exhibit the following skills and capabilities:

• Demonstrates advanced ability to gather/analyze pertinent information, analyze, manage data, follow instructions and escalate issues.
• Ability to make advanced technical decisions and create action plans following department procedures.
• Strong verbal and written communication skills to support effective collaboration with internal and external customers
• Ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and oftentimes competing, priorities while exercising good judgement
• Ability to respond to on-call customer support activities
• Demonstrated ability to actively listen; gauge and facilitate customer's willingness and engagement to contribute to resolution.
• Advanced knowledge working in a health care IT setting preferred.
• Language: Fluency in English required

Travel requirements: Up to 10% travel

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is a 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.