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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