Technical Support Specialist, Acute Care Diagnostics

Werfen • Field, NM

1d • $80,000 - $95,000

About The Position

The Technical Support Specialist provides troubleshooting and assistance to customers and Werfen field personnel in a call center environment. Support covers Werfen product usage and function, technical questions, instrument performance and capabilities, and other product concerns. The role provides first-line technical assistance and ownership, researches and troubleshoots issues, and identifies solutions. It also maintains accurate interaction records in accordance with Quality System requirements and escalates unresolved issues according to procedures. The position participates in an on-call rotation, including off-shift hours, weekends, and holidays as required, and may assist colleagues with technical guidance and escalation support. Additional projects and duties may be assigned by Technical Support Management.

Requirements

• Bachelor’s degree in Biology, Medical Technology, Biomedical Engineering, or a related field, or equivalent experience.
• At least three years of experience in a clinical setting or clinical support role in a regulated environment.
• For Hemostasis support: strong knowledge of Hemostasis and quality control (QC).
• For Acute Care Diagnostics support: strong knowledge of point-of-care testing, such as Generalist/Chemistry or another area.
• For Autoimmunity support: strong knowledge of diagnostic assay testing, automation, and QC; knowledge of autoimmunity diagnostics.
• For Transfusion support: MT(ASCP) or MLS(ASCP) certification, or MLT certification with at least five years of direct Blood Banking experience.
• For Transfusion support: at least two years of Blood Banking experience.
• Ability to troubleshoot and diagnose technical problems with minimal assistance.
• Strong organizational skills and ability to multitask.
• Ability to work under pressure and exercise good judgment.
• Strong verbal and written communication skills, with a consistent focus on a positive and collaborative approach.
• Strong customer service and interpersonal skills.
• Proficiency with Microsoft Windows operating systems and Office applications.

Nice To Haves

• Experience operating and troubleshooting Werfen blood bank instrumentation, including MCWS, Echo Lumena, and/or NEO Iris.

Responsibilities

• Provide first-line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions.
• Maintain accurate records of customer interactions in accordance with Quality System requirements.
• Follow procedures to escalate unresolved issues as appropriate.
• Participate in on-call rotation and provide coverage during off-shift hours, weekends, and holidays as required.
• Demonstrate technical knowledge by providing assistance and guidance to others, including escalation assistance.
• Participate in additional projects as assigned by Technical Support Management.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan with employer match
• Paid vacation
• Paid sick leave
• Performance-based bonus eligibility for management and select professional roles

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level