Global Support Engineer, Reagents
About The Position
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. Job Summary The Global Support Engineer, Reagents (GSE Reagents) is the subject matter expert for all Werfen Transfusion reagents used for manual, Capture, and all automated instrumentation. The GSE Reagents will provide technical expertise as it pertains to reagents to the Transfusion Technical and Service teams, including the Product Investigation (PI) Lab when needed. This expertise can be provided to internal commercial and technical teams through training. The GSE Reagents will be the liaison between the service and technical teams and other departments within Werfen. The GSE Reagents will support the distribution of technical information to Werfen employees and to the customer. Represent the “Voice of Customer” and “Voice of Service” during Core Team meetings, design control projects, and complaint investigations. Highest level escalation resource in complaint escalation process.
Requirements
- Bachelor’s Degree in Laboratory Sciences or Health Care related discipline required
- Minimum five years of progressive experience in transfusion, immunohematology, or related diagnostics environments
- Minimum five years in a senior technical, applications, or service role, including independent ownership of complex customer issues and escalations
- Demonstrated experience interfacing with internal cross-functional teams and external customers as part of a solution-based service process
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedures. Ability to write routine reports and correspondence.
- Ability to work with and apply mathematical concepts such as fractions, percentages, ratios and proportions to practical situations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, and schedule form.
- Ability to effectively troubleshoot, test, and repair electronics boards, motors, fluidics systems, and other instrument components. Other clinical engineering experience with medical devices as needed.
- Displays PC skills with Microsoft Office (Word and Excel) and other desktop applications at a basic level.
Nice To Haves
- SBB Certification or equivalent, preferred
- Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.
Responsibilities
- Develop and support customer facing Global Workflow Program for Transfusion commercial teams
- Develop advanced technical training and troubleshooting materials for Transfusion reagent products and instrument assays
- Apply immunohematology technical expertise as Subject Matter Expert (SME) to assist in development of customer facing scientific material (whitepapers, studies...)
- Creates and maintains standard operating procedures, validation guides and technical documentation related to Transfusion assays and reagents.
- Be the customer’s representative during internal Manufacturing and Quality Investigations.
- Attend Technical Support, Manufacturing and QA Investigational meetings as needed. Facilitate technical meetings to disseminate technical updates.
- Mentors and provides support for technical and service teams. Gives input regarding development of additional skills, techniques and procedures to technical and service teams
- Provides troubleshooting and investigation assistance to Technical Support, Field Service, Applications teams in conjunction with R&D, Quality, and PI Lab
- Supports Marketing, Sales, and R&D as part of the development and implementation of assay releases, including Customer Demonstrations, and installations at customer sites
- Level 3 or 4 escalation owner communicating directly with customers and working with R&D, Quality, and technical and service teams to drive customer escalations to closure (or communicating the long term plan for closure)
- Performs other duties and responsibilities as assigned
- Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Benefits
- Global travel may be required based on the needs of the business and to support our global customer base.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
