Targeted Talent

Product Line Support Manager

Bedford, MA

Founded in 1959, Instrumentation Laboratory (IL) is a global leader in the development, manufacturing and distribution of diagnostic solutions for Critical Care, Hemostasis and Patient Blood Management testing in hospitals, at the point-of- care and in the laboratory. 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.


Provides a high level of service support on IL products to those organizations and individuals providing direct service to our customers. Provides a two-way interface between Worldwide Service and IL affiliates, IL dealers and/or distributors. Provides required service training to IL affiliates, distributors, and field service engineers on IL instruments.


  • Provides high level support, troubleshooting and service on IL products to the field (direct field service organization, IL service affiliates and service distributors {including Beckman Coulter)
  • Monitors product performance, report issues, concerns and trends to QA, R&D and Product
  • Line Engineering to initiate and expedite solutions
  • Coordinates field activities for service upgrades and hardware retrofits
  • Coordinates and prepares service manuals, service documentation and service bulletins for IL products
  • Prepares service training manuals and train affiliates, distributors, field service and customers
  • Conducts service training
  • Provides necessary inputs to R&D regarding new products, from concept to release, relative to diagnostics, service philosophy, documentation and serviceability
  • Assists R&D, QA and manufacturing engineering and service instruments as needed
  • May supervise a small number of technicians


  • Functional/Technical skills
  • Oral and written communication skills
  • Bachelor's degree in Physics, Biomedical Engineering or equivalent.
  • Two years practical knowledge of diagnostic instrumentation.
  • Knowledge of Hemostasis/Critical Care
  • Instrumentation a plus, minimum five years of experience in technical/field service support.
  • Some travel required
Targeted Talent

Karen Harris

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