Technical Support Specialist – Hemostasis
1 month ago
Overview
Werfen
Werfen is a growing, family-owned, innovative company founded in 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 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7, 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 assignedBudget Managed (if applicable):
N/AInternal Networking/Key Relationships:
To be determined based on department needsSkills & 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 settingInternational Mobility Required:
NoTravel Requirements:
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