Service Specialist Hemostasis - EEMEA

Job Summary

The Service Specialist EEMEA ensures an excellence level of service, consultancy and support to our partners and affiliates within the EEMEA area, by providing service training, technical product information updates, second level of technical support, troubleshooting and on-site activities on key strategic markets. 

Key Accountabilities

• Provide both theoretical and practical instrument service training to the EEMEA partners and other relevant external stakeholders.
• Provide remote and on-site second level of technical support and troubleshooting to distributors. Provide on-site service support to our partners for any first installation in their countries. Organize follow up visits to selected countries when required.
• Support distributors and affiliates with a consultancy approach in organizing and improving their local service structure.
• Adopt and implement Corporate Service initiatives into the EEMEA region.
• Support internal stakeholders on instruments technical requirements.
• Act as primary contact for the manufacturer on quality and performance issues, complaints, parts list maintenance and warranty parts returns.
• Follow defined ISO guidelines and enter Service Reports in SAP when required. Follow SOPs for Service Department.
• Support IT Specialist on technical assistance, setting the hardware architecture, security and remote connectivity needed for the correct implementation of Werfen IT solutions.
• Share technical product information updates with all pertinent stakeholders. Organize service meetings and conference calls with our partners and affiliates to share information and align main services strategies and actions.
• Regularly upload and update internal communication channels with relevant documentation such as manuals, factory technical bulletins and other relevant materials and resources to technically support Distributors and Affiliates.
• Attend international meetings with Manufacturing Service Team to remain current on technical updates, best practices, Service Strategy and Corporate projects. 
• Keep the EEMEA Team updated on key service projects, actions and initiatives. Cooperate with other internal representatives to support EEMEA and Company’s commercial strategy.

Networking/Key relationships

This position has strict relationships with:

• Other Service and Application positions
• Sales
• Marketing
• Logistic
• All external stakeholders involved in their area of responsibility.

Minimum Knowledge & Experience required for the position

•    Education: Master’s Degree Engineering, Biomedical engineering or similar within the scientific/technoligical area.

•    Experience:

• • Minimum of 2 years of work experience in a Service Department in a multinational Company. Experience in the IVD and/or Healthcare sector is required.
  • Specific technical knowledge for BU of responsibility.
  • Minimum knowledge of mechanical and electronic.
  • Knowledge of IT to support the implementation, training and troubleshooting of middleware solutions is a plus.

•      Additional Skills/Knowledge:

• • Language: English proficiency is a must.
  • Project Management
  • SAP and Microsoft knowledge

Skills & Capabilities

The ideal candidate for this position will exhibit the following skills and competencies:

•      Customer-centric approach

•      Communication

•      Flexibility

•      Problem Solving

•      Organizational skills & Time Management

•      Teamwork.

Travel requirements

•      Up to 50% of time