Technical Support Specialist - Hemostasis

Overview

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.

Position Summary:

Under direction of the Technical Operations Manager, provides technical assistance to customers and Werfen field personnel within a product line responsibility. Troubleshoot, over the phone, instrument failures. Answers a broad range of technical questions regarding instrument performance, instrument capabilities, QC concerns and other product concerns as required.

Responsibilities

Key Accountabilities

• Provides first line contact on phone calls for instrument assistance (hardware/software/methodology) when possible, resolves issue with customer during first contact.
• Obtains and records necessary information from customer to provide adequate and useful record of contact and problem encountered.
• Troubleshoots instrument problems with customer or Werfen field personnel, ascertaining customer's willingness and ability to perform necessary tasks.
• When required, obtains necessary information and dispatch service request to appropriate Field Service Representative.
• Assumes responsibility for call until it is transferred to the field.
• Determines if customer's call constitutes a product complaint.
• Provides technical support to Werfen Field personnel.
• Provides after hours telephone support as required.
• Other duties as assigned

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:

• To be determined based on department needs

Skills & Capabilities:

• Must have good organizational skills, the ability to multi-task, work under pressure and exercise good judgment.
• Ability to communicate effectively with customers, peers and management through oral and written presentations I reports.
• Demonstrated proficiency in MS Windows operating systems versions.
• Proficient skills in typing, Lotus Notes, Excel, Word and other job critical applications

Qualifications

Minimum Knowledge & Experience Required for the Position:

• Bachelor's degree in Medical Technology, or a related Health Care Discipline
• Minimum 2 years' experience in a clinical setting

International Mobility Required:

• No

Travel Requirements:

• <5% of the time

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 NAtalentacquisition@werfen.com 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