Global Support Engineer, Reagents

Overview

Job Summary

• 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 Transfu-sion 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 employ-ees 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

Key Accountabilities

• 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. Gives input regarding develop-ment of additional skills, techniques and procedures to 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 (or communi-cating the long term plan for closure)
• Performs other duties and responsibilities as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key relationships

• Internal teams include R&D, Marketing, Sales, Field Service, Applications and Technical Support, Finance, Manufacturing, Quality, Regulatory, Clinical Affairs
• External organizations includes suppliers and OEM partners
• Distributors of sale of Werfen Transfusion instruments and products

Minimum Knowledge & Experience required for the position:

• 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
• Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedures. Ability to write routine reports and correspondence.
• 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 in situations where only limited standardizations exists. Ability to interpret a variety of instructions fur nished in written,…