Overview: Position Summary: Provides troubleshooting and assistance to customers and Werfen field personnel in a call center environment. This includes support on Werfen product usage and function, technical questions, instrument performance, instrument capabilities and other product concerns as required. Responsibilities: Key Accountabilities ? Provides first line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve ? Maintains accurate records of all customer interactions as per Quality System requirements ? Follows procedures to escalate unresolved issues as appropriate ? Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required ? Demonstrates technical knowledge through providing asisstnance and guidance to other, including escalation assistance ? Participated in additional projects as assigned by Technical Support Management ? Other duties as assigned Networking/Key relationships ? North America Commercial Operations ? Client Services ? Quality Assurance and Regulatory Affairs Information Technology Qualifications: Minimum Knowledge & Experience required for the position: ? Bachelor?s degree in Biology, Medical Technology, Biomedical Engineering or a related field or equivalent experience required ? Minimum Three years experience in a clinical setting or clinical support role in a regulated environment required ? Hemostasis: ? Strong knowledge of Hemostasis/QC required ? Acute Care Diagnostics: ? Strong knowledge of point of care testing (example: Generalist/Chemistry or other) required ? Autoimmunity ? Strong knowledge of diagnostic assay testing, automation and QC re-quired ? Knowledge of autoimmunity diagnostics required ? Transfusion: ? MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required. ? Minimum two years Blood Banking experience, required ? Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris), preferred Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement. Skills & Capabilities: ? Ability to troubleshoot and diagnose technical problems with minimal assistance ? Strong organizational skills and ability to multi-task ? Ability to work under pressure and exercise good judgement ? Strong verbal and written communication skills with continuous focus on positive and collaborative approach ? Strong customer service and interpersonal skills ? Proficiency in Microsoft Windows operations systems and Office Applications. Travel requirements: Up to 5% travel