Technical Support Specialist II: Hemostasis (Monday-Friday, Evening shift, 4PM-12AM) Position Available In Middlesex, Massachusetts

Technical Support Specialist II:

Hemostasis (Monday-Friday, Evening shift, 4PM-12AM) Werfen United States, Massachusetts, Bedford 180 Hartwell Road (Show on map) Jun 26, 2025
Job Information
Number

ICIMS-2025-8604

Job function
Technical Service & Support
Job type
Full-time
Location
Bedford – 180 Hartwell Road Bedford, Massachusetts 01730 United States
Country
United States
Shift
1st About the Position
Introduction Werfen 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. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Overview Position Summary:

Under 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, instrument capabilities, QC concerns and other product concerns as required. Assists in the training and direction of new personnel within the department.

Responsibilities Key Accountabilities:

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. Budget Managed (if applicable):

N/A Internal Networking/Key Relationships:

To be determined based on department needs

Skills & Capabilities:

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
Qualifications Minimum Knowledge & Experience Required for the

Position:

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

International Mobility Required:

No Travel Requirements: