Job Description

Instrumentation Laboratory
Our Passion. Your Results.

Founded in 1959, Instrumentation Laboratory (IL) is a global leader in the development, manufacturing and distribution of diagnostic solutions for Acute Care Diagnostics, patient blood management and Hemostasis testing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing medical professionals the most valuable and complete solutions to enhance patient care.

As an integral part of Werfen, a global healthcare company dedicated to delivering the highest quality in vitro diagnostic products, IL is supported by significant resources, outstanding scientific expertise and a tremendous knowledge base. IL is headquartered in Bedford, MA, USA.

Position Summary:
Under direction of the Area Service Manager, develops customer satisfaction through technical repair, installation, training, operation, and maintenance of Instrumentation Laboratory instruments and systems. Position may have a specific assigned territory or system population or may be a position to cover other assigned territories as needed under the direction of the Area Service Manager
Key Accountabilities:
+ Provides highly visible customer support through the performance of on-site installations and necessary diagnoses, troubleshooting, service and repair of complex instruments and system. Performs routine, non-routine and unusual technical repairs of all systems assigned. This includes updates, retrofits, PMs and product enhancements.
+ Instructs customers in the proper operation, maintenance and trouble-shooting of IL instruments and systems.
+ Responsible for complying with all appropriate regulatory bodies (FDA, ISO and Health Canada) mandated policies, procedures, work instructions, and records.
+ Serves as a company liaison with customers.
+ Responsible for routine and consistent interaction with sales counterparts with respect to customer situations, updates, and lead generations.
+ Assures financial stability and viability of territory by promoting and selling service agreements, PMs, and other services.
+ Schedules, coordinates, and presents pertinent information at Customer User Group Training Seminars and Marketing Road shows.
+ Assists the Area Service Manager in analyzing the severity of customer complaints and to develop plans to resolve customer complaints as needed
+ Travel into other territories may be needed to assist with duties and responsibilities above.
+ Other duties and responsibilities as assigned by the Area Service Manager
Budget managed (if applicable) N/A

Internal Networking/Key relationships
+ TBD based on departmental needs
Skills & Capabilities:
+ Approachability
+ Command Skills
+ Listening
+ Presentation Skills
+ Functional/Technical Skills
Min Knowledge & Experience required for the position:
+ Associates Degree in Electronics, Biomedical Engineering, Medical Technology or related industry.
+ Minimum of three years' experience as an IL FSE I in the diagnosis, repair and maintenance of IL systems, or equivalent industry experience.
+ Must have good organizational skills, the ability to multi-task, work under pressure and exercise good judgment.
+ Ability to communicate effectively with customers, peers and management through oral and written presentations I reports.
+ Must have good MS Office Skills (Word, Excel and PowerPoint) including the ability to manipulate data and build presentations.
+ Travel is required.
+ Minimum 30% by auto in primary assigned territory.
+ Minimum 10% by air for training, business meetings and/or support to customers outside primary or assigned territory.
International Mobility Required: no

Travel requirements:
+ Minimum 30% by auto in primary assigned territory.
+ Minimum 10% by air for training, business meetings and/or support to customers outside primary or assigned territory

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

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

Werfen is a global leader in in vitro diagnostics (IVD) in the specialties of Hemostasis, Acute Care Diagnostics and Autoimmunity. Our core business is dedicated to R&D, manufacturing and distribution of diagnostic systems for hospitals and clinical laboratories. Our other areas of expertise include Original Equipment Manufacturing, Clinical Software, Clinical Chemistry, Infusion Therapy, and Medical Devices and Scientific Instrumentation Distribution.

We operate direc
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