Global Support Engineer, Reagents Job at werfen (Norcross, Georgia)

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

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Global Support Engineer, Reagents

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