Global Escalation Support Engineer Jobs (NOW HIRING)

Werfen

Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company's business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing.  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.

Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA.  Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.

Within the Strategic Business Unit, the role of the Global Support Engineer supports the Transfusion Business Unit, and executes on product development plans and implementation. The Global Support Engineer is responsible for actively collaborating with cross-functional teams to contribute to the development and implementation of products, software, and customer tools. This collaborative effort is aimed at advancing business goals and ensuring the long-term success of our Transfusion Business. The Global Support Engineer role also entails providing comprehensive troubleshooting support for assay/software domestically and internationally. This includes recommending and guiding the field teamson actions plans for escalated issues and complaints.

• Candidate must be able to assume a lead technical role in cross-functional product and software development teams and play an active roll in executing go-live readiness for product and software implementations as it relates to their functionalities.
• Generate, update, and manage technical documentation such as user manuals, release notes, implementation guides, and systems guides and work with Learning and Development to update internal and customer training material.
• Become a Subject Matter Expert and gain a technical understanding of current and new product applications
• Train cross functional teams on technical product improvements and new product releases
• Create user acceptance test scripts and provide detailed reports for software development projects.
• Lead collaborative efforts with internal stakeholders to tackle complex issues and oversee the progress of strategic projects.
• Responsible for resolving escalated issues for Transplant products worldwide. This involves fielding questions, and working with R&D Subject Matter Experts (SMEs) and Commercial Scientific Affairs to provide solutions to customers.
• Recommends product and system enhancements based on complaint data and product results.
• Develop technical bulletins and support technical training for our customer-facing teams.
• Collaborates with R&D, Marketing, Commercial Scientific Affairs and Sales to develop technical selling strategies and accompany them to customers' laboratories to provide technical assistance.
• Prepare and present at seminars, conferences, and trade shows.
• Ensure adherence to applicable SOPs, ISO, FDA, and other Quality Systems Regulations, as well as company policies.
• Other duties as assigned

• Knowledgeable of HLA in diagnostics.
• Master's Degree with 3 or more years of experience with troubleshooting or B.S. with 5 or more years of experience.
• Strong computer skills; experience with software programs used for data analysis strongly desired.
• Lab background as a medical technologist and/or exposure to biology and immunology preferred.

Skills and Capabilities:

• Demonstrate strategic thinking ability.
• Analytical mind with problem-solving aptitude.
• Strong communication skills (verbal and written).
• Excellent organizational skills.
• Knowledge of business operations and procedures.
• Operates independently and autonomously.

Travel Requirements:

• Ability to travel up to 50%, including international

Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise  our Werfen team.

www.werfen.com