Transplant Tech Support Specialist III

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

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.