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Technical Support Specialist II: Hemostasis (Monday-Friday, Evening shift, 4PM-12AM), Bedford
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Client:
Werfen
Location:
Bedford, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
5c50265a26cc
Job Views:
19
Posted:
12.08.2025
Expiry Date:
26.09.2025
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Job Description:
Overview
Position Summary:
Under the direction of the department manager, provides technical assistance to customers and Werfen field personnel within a product line responsibility. Troubleshoots, over the phone, a broad range of technical questions regarding instrument performance, capabilities, QC concerns, and other product issues. Assists in training and guiding new department personnel.
Responsibilities
Key Accountabilities:
* Provides first-line contact on phone calls for instrument assistance (hardware/software/methodology), resolving issues during the first contact when possible.
* Records necessary information from customers to document contact and problems encountered.
* Troubleshoots instrument problems with customers or field personnel, assessing their ability to perform necessary tasks.
* Obtains information and dispatches service requests to Field Service Representatives when needed.
* Holds responsibility for the call until it is transferred to the field.
* Assists in training and guiding new department staff.
* Enhances personal knowledge of Werfen products and related disciplines for effective support.
* Participates in on-call rotations after hours, weekends, and holidays for Acute Care Diagnostics and Hemostasis product lines as needed.
* Represents the department within Werfen to facilitate problem resolution.
Budget Managed (if applicable):
* N/A
Internal Networking/Key Relationships:
* To be determined based on department needs
Skills & Capabilities:
* Good organizational skills, ability to multitask, work under pressure, and exercise good judgment.
* Effective communication skills, both oral and written, with customers, peers, and management.
* Proficiency in MS Windows operating systems.
* Skills in typing, Lotus Notes, Excel, Word, and other 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.
* At least 3 years of experience in a clinical setting.
* Previous customer support experience is desirable.
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