Technical Support Specialist: Blood Bank (Remote - Overnights/Weekends)
About the position
The Technical Support Specialist for Blood Bank at Werfen is responsible for providing troubleshooting and assistance to customers and field personnel in a call center environment. This role focuses on supporting Werfen product usage, addressing technical questions, and ensuring instrument performance and capabilities are met. The position requires participation in an on-call rotation and coverage during off-shift hours, including weekends and holidays.
Responsibilities
?? Provides first line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve issues.
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?? Maintains accurate records of all customer interactions as per Quality System requirements.
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?? Follows procedures to escalate unresolved issues as appropriate.
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?? Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required.
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?? Demonstrates technical knowledge through providing assistance and guidance to others, including escalation assistance.
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?? Participates in additional projects as assigned by Technical Support Management.
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?? Performs other duties as assigned.
Requirements
?? Bachelor's degree in Biology, Medical Technology, Biomedical Engineering or a related field or equivalent experience required.
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?? Minimum three years experience in a clinical setting or clinical support role in a regulated environment required.
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?? Strong knowledge of Hemostasis/QC required.
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?? Strong knowledge of point of care testing required.
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?? Strong knowledge of diagnostic assay testing, automation, and QC required.
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?? MT(ASCP) or MLS(ASCP) certification or MLT with minimum five years of direct Blood Banking experience required.
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?? Minimum two years Blood Banking experience required.
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?? Experience operating and troubleshooting Werfen blood bank instrumentation preferred.
Nice-to-haves
?? Experience in a call center environment.
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?? Proficiency in Microsoft Windows operations systems and Office Applications.
Benefits
?? Full-time position with competitive salary.
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?? Remote work opportunity.
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