Instrumentation Laboratory - Bedford Technical Support Specialist II - Acute Care Diagnostics in Bedford, Massachusetts
Our Passion. Your Results.
Founded in 1959, Instrumentation Laboratory (IL) is a global leader in the development, manufacturing and distribution of diagnostic solutions for Acute Care Diagnostics, patient blood management and Hemostasis testing. 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 medical professionals the most valuable and complete solutions to enhance patient care.
As an integral part of Werfen, a global healthcare company dedicated to delivering the highest quality in vitro diagnostic products, IL is supported by significant resources, outstanding scientific expertise and a tremendous knowledge base. IL is headquartered in Bedford, MA, USA.
Under direction of the department manager, provides technical assistance to customers and IL 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. Candidates who are bilingual (English/French) would be highly desirable.
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 IL 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 IL 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.
Represents the department within IL 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
Min 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
- <5% of the time
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Instrumentation Laboratory appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V
Werfen is a global leader in in vitro diagnostics (IVD) in the specialities of Hemostasis, Acute Care Diagnostics and Autoimmunity. Our core business is dedicated to R&D, manufacturing and distribution of diagnostic systems for hospitals and clinical laboratories. Our other areas of expertise include Original Equipment Manufacturing, Clinical Software, Clinical Chemistry, Infusion Therapy, and Medical Devices and Scientific Instrumentation Distribution.
We operate directly in over 30 countries and in more than 100 territories through distributors. In 2016, our turnover was approximately 1.2 billion euros and we had an average workforce of 4,400 people. Currently, we are over 5,000 employees.
Job ID: 2020-3751
Street: 180 Hartwell Road