Technical Support Specialist - Acute Care Diagnostics

Position Summary:

• Assists in training and guidance of new department personnel.
• Represents the department within Werfen as required to provide proper information for problem resolution.
• Hemostasis product line specialists assist as needed/required with covering off-shift hours/weekends/holidays and/or on-call responsibility.
• Obtains and records necessary information from customer to provide adequate and useful record of contact and problem encountered.
• Enhances personal knowledge of Werfen products and other disciplines to increase ability to provide rapid, effective support.
• Acute Care Diagnostics product line specialists participate in on-call rotation after hours/weekends and holidays.
• When required, obtains necessary information and dispatch service request to appropriate Field Service Representative.
• Provides first line contact on phone calls for instrument assistance (hardware/software/methodology) when possible, resolves issue with customer during first contact.
• Assumes responsibility for call until it is transferred to the field.
• Troubleshoots instrument problems with customer or Werfen field personnel, ascertaining customer's willingness and ability to perform necessary tasks.

• N/A

• To be determined based on department needs

• Ability to communicate effectively with customers, peers and management through oral and written presentations I reports.
• Proficient skills in typing, Lotus Notes, Excel, Word and other job critical applications
• Must have good organizational skills, the ability to multi-task, work under pressure and exercise good judgment.
• Demonstrated proficiency in MS Windows operating systems versions.

• Previous customer support experience is desirable
• Bachelor's Degree in Medical Technology, Biomedical Engineering or a related field or equivalent experience
• Minimum 3 years' experience in a clinical setting

• No

• <5% of the time