Werfen North America
Technical Support Specialist II: Hemostasis (Monday-Friday, Evening shift, 4PM-12AM)
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Technical Support Specialist II: Hemostasis (Monday-Friday, Evening shift, 4PM-12AM)
role at
Werfen North America . Position Summary
Under the direction of the department manager, provides technical assistance to customers and Werfen field personnel within a product line responsibility. Troubleshoots over the phone, answers a broad range of technical questions regarding instrument performance, capabilities, QC concerns, and other product-related issues. Assists in training and guiding new personnel within the department. Responsibilities Provides first-line contact for instrument assistance (hardware/software/methodology), resolving issues during the initial contact when possible. Records necessary information from customers to document contacts and problems accurately. Troubleshoots instrument problems with customers or field personnel, assessing their ability to perform necessary tasks. Dispatches service requests to the appropriate Field Service Representative when required. Maintains responsibility for the call until it is transferred or resolved. Assists in training and mentoring new department staff. Enhances personal knowledge of Werfen products and related disciplines to provide effective support. Participates in on-call rotation after hours, weekends, and holidays for Acute Care Diagnostics and Hemostasis product lines as needed. Represents the department within Werfen to facilitate problem resolution.
Skills & Capabilities
Strong organizational skills, ability to multitask, work under pressure, and exercise good judgment. Effective communication skills, both oral and written, with customers, peers, and management. Proficiency in MS Windows OS, typing, Lotus Notes, Excel, Word, and other critical applications.
Qualifications
Bachelor's Degree in Medical Technology, Biomedical Engineering, or a related field, or equivalent experience. At least 3 years of experience in a clinical setting. Previous customer support experience is preferred.
Additional Information
International mobility is not required. Seniority level: Mid-Senior level. Employment type: Full-time. Job function: Information Technology. Industry: Medical Equipment Manufacturing.
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Join to apply for the
Technical Support Specialist II: Hemostasis (Monday-Friday, Evening shift, 4PM-12AM)
role at
Werfen North America . Position Summary
Under the direction of the department manager, provides technical assistance to customers and Werfen field personnel within a product line responsibility. Troubleshoots over the phone, answers a broad range of technical questions regarding instrument performance, capabilities, QC concerns, and other product-related issues. Assists in training and guiding new personnel within the department. Responsibilities Provides first-line contact for instrument assistance (hardware/software/methodology), resolving issues during the initial contact when possible. Records necessary information from customers to document contacts and problems accurately. Troubleshoots instrument problems with customers or field personnel, assessing their ability to perform necessary tasks. Dispatches service requests to the appropriate Field Service Representative when required. Maintains responsibility for the call until it is transferred or resolved. Assists in training and mentoring new department staff. Enhances personal knowledge of Werfen products and related disciplines to provide effective support. Participates in on-call rotation after hours, weekends, and holidays for Acute Care Diagnostics and Hemostasis product lines as needed. Represents the department within Werfen to facilitate problem resolution.
Skills & Capabilities
Strong organizational skills, ability to multitask, work under pressure, and exercise good judgment. Effective communication skills, both oral and written, with customers, peers, and management. Proficiency in MS Windows OS, typing, Lotus Notes, Excel, Word, and other critical applications.
Qualifications
Bachelor's Degree in Medical Technology, Biomedical Engineering, or a related field, or equivalent experience. At least 3 years of experience in a clinical setting. Previous customer support experience is preferred.
Additional Information
International mobility is not required. Seniority level: Mid-Senior level. Employment type: Full-time. Job function: Information Technology. Industry: Medical Equipment Manufacturing.
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