Global Support Engineer - Transfusion and Transplant

Overview

Within the Strategic Business Unit, the role of the Global Support Engineer supports the Transplant Business Unit, and executes on product development plans and implementation. The GSE is responsible for actively collaborating with cross-functional teams to contribute to the development and implementation of products, software, and customer tools. This collaborative effort is aimed at advancing business goals and ensuring the long-term success of our Transplant Business. The GSE role also entails providing comprehensive troubleshooting support for assay/software domestically and internationally. This includes recommending and guiding the field teamson actions plans for escalated issues and complaints.

Responsibilities

• Candidate must be able to assume a lead technical role in cross-functional product and software development teams and play an active roll in executing go-live readiness for product and software implementations as it relates to their functionalities.
• Generate, update, and manage technical documentation such as user manuals, release notes, implementation guides, and systems guides and work with Learning and Development to update internal and customer training material.
• Become a Subject Matter Expert and gain a technical understanding of current and new product applications
• Train cross functional teams on technical product improvements and new product releases
• Create user acceptance test scripts and provide detailed reports for software development projects.
• Lead collaborative efforts with internal stakeholders to tackle complex issues and oversee the progress of strategic projects.
• Responsible for resolving escalated issues for Transplant products worldwide. This involves fielding questions, and working with R&D Subject Matter Experts (SMEs) and Commercial Scientific Affairs to provide solutions to customers.
• Recommends product and system enhancements based on complaint data and product results.
• Develop technical bulletins and support technical training for our customer-facing teams.
• Collaborates with R&D, Marketing, Commercial Scientific Affairs and Sales to develop technical selling strategies and accompany them to customers' laboratories to provide technical assistance.
• Prepare and present at seminars, conferences, and trade shows.
• Ensure adherence to applicable SOPs, ISO, FDA, and other Quality Systems Regulations, as well as company policies.
• Other duties as assigned

Qualifications

• Master's Degree with 3 or more years of experience with troubleshooting assay or B.S. with 5 or more years of experience in a clinical environment.
• Knowledgeable of HLA (Human Leukocyte Antigen) in transplant diagnostics.
• Strong computer skills; experience with software programs used for data analysis.
• Lab background as a Medical Technologist and/or exposure to Biology and Immunology preferred.
• Knowledge of Linux preferred.

Skills and Capabilities:

• Demonstrate strategic thinking ability.
• Analytical mind with problem-solving aptitude.
• Strong communication skills (verbal and written).
• Excellent organizational skills.
• Knowledge of business operations and procedures.
• Operates independently and autonomously.

Travel Requirements:

• Ability to travel up to 50%, including 5-10% international