• Job Description

  Req#: 3601

  Overview

  Werfen

  Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

  We are seeking a Transplant Product Support Supervisor who will be responsible for developing and managing a team of highly skilled Technical Support (TS) Representatives by creating an environment based on a culture that encourages teamwork, creativity, and excellence. They will provide world-class support to customers, distributors, and partners. The Transplant Product Support Supervisor will also work closely with decision makers and other departments to regularly identify, recommend, and implement processes and procedures to enhance the customer experience and drive team efficiency.

  If you enjoy troubleshooting and following up on product based complaints, then we want to hear from you. Apply today!

  This position is not eligible for sponsorship for work authorization. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time.

  Supervisor, Transplant Product Support

  Responsibilities

  Key Accountabilities:

  • Effectively lead and motivate a highly skilled team of TS Reps including training and the development of employee skills.
  • Provides supervision to the Technical Support staff associated with the transplant product lines.
  • Assist staff in managing customer inquiries and complaints.
  • Provide the highest level of service and support to our customers through prompt, efficient, and detailed responses.
  • Handle sensitive case escalations, applying customer service skills to directly resolve complex cases and help frustrated customers.
  • Ensure timeliness and quality of all communication and support to the customer.
  • Build and cultivate relationships with internal and external stakeholders to promote customer satisfaction and sustain business opportunities in the Transplant division.
  • Ensure processes are defined, communicated, and adhered to.
  • Lead the development of departmental procedures and/or work instructions. Rooting out inefficiencies, incorrect procedures, and practices.
  • Identify training gaps to improve performance.
  • Manages and oversees User Acceptance Testing (UAT)
  • Lead departmental investigations into product problems.
  • Implements special projects and validations, as needed.
  • Works closely with counterparts in Mountain View, Warren, and Waukesha to develop and implement customer support mechanisms
  • Work closely with sales and marketing to assist in product support and customer awareness

  Responsibilities:

  • Performs departmental activities according to department procedures and work instructions.
  • Provide guidance and leadership to the TS team to ensure successful completes tasks within procedure or department-defined time frames.
  • Follows applicable laboratory OSHA regulations with respect to chemical hazards, blood-borne pathogens, safety, etc.
  • Interacts cooperatively with coworkers and managers and employees of other departments. Receives direction well from superiors
  • Implements special projects, as needed
  • Play a leading role for customer complaint investigation
  • Play a leading role for cross functional projects
  • Supervise the Technical Support staff for transplant

  Supervisor, Transplant Technical Support

  Qualifications

  Minimum Knowledge & Experience required for the position:

  • Ability to travel up to 50%, to customer sites to assist with training and technical troubleshooting.
  • Ability to work irregular hours, including working after-hours on-call, evenings, weekends and holidays
  • Bachelors’ Degree in Biology, Microbiology, or related field
  • 1 to 2 years supervisory experience
  • Transplant laboratory, Next Generation Sequencing, or medical device experience
  • Experience using and troubleshooting Werfen Transplant Products, highly preferred
  • Related job experience or training in customer support management and/or technical support in a highly regulated FDA environment
  • Strong written and oral communication skills
  • Knowledge of GMP, FDA regulations in clinical diagnostics market
  • Strong computer skills; experience with software programs used for data analysis strongly desired; database management experience a plus
  • Strong mathematical skills with the ability to calculate probability, statistical interference, and understanding of geometry and trigonometry.

  Supervisor, Transplant Product Support

  Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V

  We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise our Werfen team.

  www.werfen.com

  #LI-CW1

• About the company

  We are dedicated to offering products that enable patients in need of blood or an organ to receive the right match that is safe, accessible, and affordable.

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