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Global Support Engineer, Reagents

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werfen

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Location:
United States , Norcross, Georgia

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Global Support Engineer, Reagents (GSE Reagents) is the subject matter expert for all Werfen Transfusion reagents used for manual, Capture, and all automated instrumentation. The GSE Reagents will provide technical expertise as it pertains to reagents to the Transfusion Technical and Service teams, including the Product Investigation (PI) Lab when needed. This expertise can be provided to internal commercial and technical teams through training. The GSE Reagents will be the liaison between the service and technical teams and other departments within Werfen. The GSE Reagents will support the distribution of technical information to Werfen employees and to the customer. Represent the “Voice of Customer” and “Voice of Service” during Core Team meetings, design control projects, and complaint investigations. Highest level escalation resource in complaint escalation process.

Job Responsibility:

  • Develop and support customer facing Global Workflow Program for Transfusion commercial teams
  • Develop advanced technical training and troubleshooting materials for Transfusion reagent products and instrument assays
  • Apply immunohematology technical expertise as Subject Matter Expert (SME) to assist in development of customer facing scientific material (whitepapers, studies...)
  • Creates and maintains standard operating procedures, validation guides and technical documentation related to Transfusion assays and reagents
  • Be the customer’s representative during internal Manufacturing and Quality Investigations
  • Attend Technical Support, Manufacturing and QA Investigational meetings as needed
  • Facilitate technical meetings to disseminate technical updates
  • Mentors and provides support for technical and service teams
  • Provides troubleshooting and investigation assistance to Technical Support, Field Service, Applications teams in conjunction with R&D, Quality, and PI Lab
  • Supports Marketing, Sales, and R&D as part of the development and implementation of assay releases, including Customer Demonstrations, and installations at customer sites
  • Level 3 or 4 escalation owner communicating directly with customers and working with R&D, Quality, and technical and service teams to drive customer escalations to closure
  • Performs other duties and responsibilities as assigned

Requirements:

  • Bachelor’s Degree in Laboratory Sciences or Health Care related discipline required
  • SBB Certification or equivalent, preferred
  • Minimum five years of progressive experience in transfusion, immunohematology, or related diagnostics environments
  • Minimum five years in a senior technical, applications, or service role, including independent ownership of complex customer issues and escalations
  • Demonstrated experience interfacing with internal cross-functional teams and external customers as part of a solution-based service process
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedures
  • Ability to work with and apply mathematical concepts such as fractions, percentages, ratios and proportions to practical situations
  • Ability to solve practical problems and deal with a variety of concrete variables
  • Ability to effectively troubleshoot, test, and repair electronics boards, motors, fluidics systems, and other instrument components
  • Displays PC skills with Microsoft Office (Word and Excel) and other desktop applications at a basic level

Additional Information:

Job Posted:
January 25, 2026

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