Note: The job is a remote job and is open to candidates in USA. Werfen North America is seeking a Technical Support Specialist II for their Hemostasis product line. This role involves providing technical assistance to customers and field personnel, troubleshooting instrument issues, and training new department staff.
Responsibilities
• Provides first line contact on phone calls for instrument assistance (hardware/software/methodology) when possible, resolves issue with customer during first contact
• Obtains and records necessary information from customer to provide adequate and useful record of contact and problem encountered
• Troubleshoots instrument problems with customer or Werfen field personnel, ascertaining customer's willingness and ability to perform necessary tasks
• When required, obtains necessary information and dispatch service request to appropriate Field Service Representative
• Assumes responsibility for call until it is transferred to the field
• Assists in training and guidance of new department personnel
• 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
• Hemostasis product line specialists assist as needed/required with covering off-shift hours/weekends/holidays and/or on-call responsibility
• Represents the department within Werfen as required to provide proper information for problem resolution
Skills
• Bachelor's Degree in Medical Technology, Biomedical Engineering or a related field or equivalent experience
• Minimum 3 years' experience in a clinical setting
• Must have good organizational skills, the ability to multi-task, work under pressure and exercise good judgment
• Ability to communicate effectively with customers, peers and management through oral and written presentations I reports
• Demonstrated proficiency in MS Windows operating systems versions
• Proficient skills in typing, Lotus Notes, Excel, Word and other job critical applications
• Previous customer support experience is desirable
Benefits
• Medical, dental, and vision insurance
• 401k plan retirement benefits with an employer match
• Paid vacation
• Sick leave
• Participation in a commission plan
• Performance-based bonus
Company Overview
• Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. It was founded in 1959, and is headquartered in Bedford, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.instrumentationlaboratory.com.
Company H1B Sponsorship
• Werfen North America has a track record of offering H1B sponsorships, with 10 in 2025, 12 in 2024, 10 in 2023, 2 in 2022, 11 in 2021, 8 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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