Technical Support Representative III - Transplant

Werfen•Bedford, MA

12d•$90,000 - $110,000•Hybrid

About The Position

The Technical Support (TS) Representative III plays a crucial role in delivering exceptional support to customers, both domestic and international, through phone calls, emails, and on-site assistance. The representative is responsible for addressing and resolving product issues within the Transplant business, ensuring solutions are provided promptly to maintain high levels of customer satisfaction. The role requires both technical expertise and strong interpersonal skills to tailor support to each customer's specific needs, ultimately enhancing the overall customer experience and reinforcing the organization's commitment to quality service and innovation.

Requirements

Bachelor's degree in a related discipline with three years of troubleshooting experience
Strong HLA Experience
Strong knowledge of Antibody detection and Molecular assays
Must be willing to travel to customer's sites and interact with lab personnel at all levels
Hans-on experience with Luminex platforms and Next Generation Sequencing platforms
Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders
Excellent time management
Ability to analyze and troubleshoot technical issues
Strong customer service skills
Highly collaborative; ability to work cross-functionally with multi-discipline teams
Ability to maintain calm during stressful situations
Ability to manage workload and competing priorities
Self-starter that requires minimal supervision

Nice To Haves

Master's degree in a related discipline preferred with one year of troubleshooting experience
Knowledge of GMP, FDA regulations in the clinical diagnostics market, preferred
ASHI Certified Histocompatibility, Technologist, or Specialist (CHT, CHS), preferred
Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement

Responsibilities

Responsible for answering phone calls and customer service emails daily in a timely and professional manner as well as managing customer follow-ups to prevent escalation
Maintains complete and accurate records of all customer interactions as per Quality System Requirements
Address and resolve technical issues related to products, software, or instrumentation by following established processes and protocols. This includes research, troubleshooting, confirmatory testing, product investigation, and root cause analysis
Demonstrate technical knowledge by delivering comprehensive technical and application support that includes on-site customer demonstrations, training, and troubleshooting assistance to ensure that all technical aspects are effectively addressed
Take initiative and make decisions within the scope of work. Assess situations independently, think critically, identify solutions and take actions to address customers' issues
Manage customer satisfaction through effectively meeting customer needs and ensuring compliance with company and regulatory standards
Participate in User Acceptance Testing (UAT) and work with cross-functional teams to support the launch of new products and software
Provide technical assistance and support at workshops, seminars, conferences, and trade shows
Ensure adherence to applicable SOPs, ISO standards, FDA, and other Quality Systems Regulations, as well as company policies
Performs other duties and responsibilities as assigned
Responsible accommodations may be made to enable individuals with disabilities to perform these essential functions