Technical Support Specialist: Blood Bank

Welcome to Werfen: A Leader in Specialized Diagnostics

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

About the Position: Technical Support Specialist - Blood Bank

We are seeking a highly skilled and motivated Technical Support Specialist to join our team in providing exceptional support to our customers and field personnel. As a Technical Support Specialist, you will be the first line of contact for technical assistance on our products and services, including research, troubleshooting, and identifying solutions to resolve customer issues. If you have a strong background in biology, medical technology, or a related field, and a passion for delivering excellent customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

• Provides first-line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve customer issues
• 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 assistance and guidance to others, including escalation assistance
• Participates in additional projects as assigned by Technical Support Management
• Other duties as assigned

Essential Qualifications:

• Bachelor's degree in Biology, Medical Technology, Biomedical Engineering, or a related field or equivalent experience required
• Minimum three years of experience in a clinical setting or clinical support role in a regulated environment required
• Strong knowledge of Hemostasis/QC, Acute Care Diagnostics, Autoimmunity, and Transfusion required
• MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years of direct Blood Banking experience) required
• Minimum two years of Blood Banking experience required
• Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris) preferred

Preferred Qualifications:

• Advanced degree in a related field
• Additional certifications or training in blood banking or a related field
• Experience with quality control and assurance procedures
• Strong knowledge of regulatory requirements and compliance

Skills and Competencies:

• 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 judgment
• Strong verbal and written communication skills with a continuous focus on positive and collaborative approach
• Strong customer service and interpersonal skills
• Proficiency in Microsoft Windows operating systems and Office Applications

Career Growth Opportunities and Learning Benefits

At Werfen, we are committed to the growth and development of our employees. As a Technical Support Specialist, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service. You will also have access to ongoing training and development opportunities to enhance your skills and knowledge in blood banking and related fields.

Work Environment and Company Culture

Werfen is a dynamic and innovative company that values diversity, equity, and inclusion. We are committed to creating a work environment that is collaborative, supportive, and respectful of all employees. Our company culture is built on a foundation of integrity, transparency, and open communication. We believe in empowering our employees to take ownership of their work and to strive for excellence in everything they do.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package that includes medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks and incentives, including opportunities for professional development, recognition and reward programs, and a dynamic and supportive work environment.

Conclusion

If you are a motivated and skilled professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Technical Support Specialist at Werfen, you will have the opportunity to work with a talented team of professionals who are dedicated to making a difference in the lives of patients and healthcare professionals around the world. Apply now and take the first step towards a rewarding and challenging career with Werfen.

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now and become a part of our dynamic and innovative team.