Job Information
About the Position
Introduction
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.
Overview
This position will be responsible for instrument, reagents and middleware application configuration, training of the customers and application troubleshooting.
Takes the lead in the implementation of the project at the customer and, if needed, it’s project management. This role is aimed at optimizing customers' application needs, making sure instrument performance is at the best level. Collecting market info and data related to reagents and analyzers and updating this information in the CRM. Clinical knowledge and interpretation are part of the role of an Application Specialist, however communication on it towards customers is outside of the scope.
Responsibilities
Key Accountabilities
Configuration & Installation
- Take the lead/coordination for the technical installation in collaboration with the service department and is responsible for the configuration of the instruments.
- Lead/coordination for the ICT implementation in collaboration with Digital Solutions team and is responsible for connecting instruments to the Middleware and its configuration .
- Act as the SPOC - aligning with the customer and the internal project team.
- Responsible to update/install the latest software versions - patches on instruments (remotely or on site). This excludes CM (Computing Module) software updates and middleware updates.
- Lead, follow up and respect the timing of the implementation of a project, supports logistics and planning regarding instrument- demo's, evaluations and installations as planned in the project management tool and Statement of Work (SOW). Actively contributes to the project and its success.
- Participate in the validation of new installations, supporting the customer plan for entering in clinical routine
Training
- Ensure user's training related to application. This includes operational training on the utilization of the analyzers and results of reagents, QC's, calibrators, and other consumables.
- Actively make sure to be aware of the latest developments and follow the annual training plan / corporate trainings.
- Achieve and maintain a high level of competency in application knowledge and of positioning of Werfen products, solutions, and services. Strives to achieve a good level of competency regarding competitive systems.
Support & Trouble shooting
- Ensure support to customers in all business units related to level 1 troubleshooting on IT-Digital Solutions and Service in the designated area.
- For IT – Digital solutions: The application specialist is the first level of support for the customer related to Data Management Solutions, excluding connectivity software ie. Synapselink, ILCom etc..
- For Service: The application specialist is the first level of support for the customer related to Service. They ensure with the Field Service Engineer the level 1 service support at customer site
Reporting
- Reports in a timely matter all application activities in SAP by using the electronic CRM; additionally makes sure software versions of instruments and middleware are up to date in the CRM.
- Accountable for correct and updated information about the application intervention report, opportunities, contacts, install base of Werfen and competitors in the CRM tool
- Makes sure complaints he/she is aware of are reported correctly and timely following the QA/RA complaint handling procedure
Others
- Performs site visits with the Account Manager in sales conversations/presentations and/or technical conversations for application knowledge support.
- Analyzes existing, anticipated customer requirements and new opportunities. Promotes consideration and purchase of company products and services.
- Recognizes challenges, opportunities and needs in the field and takes the initiative to develop supporting pieces to address them accordingly.
Networking
Maintains a great network of valuable customers. Builds strong internal relationships between the different teams in Benelux.
Maintains regular communications with our staff on any problem or advantage related to our portfolio or related to our competitors.
In a consultative manner, serves as a subject matter specialist; actively soliciting, gathering, and distributing industry information throughout the organization. Serves as a resource to others within the organization.
Qualifications
Minimum Knowledge & Experience required for the position
At least five years of relevant working experience
- Bachelor's degree in relevant technical discipline
- Completed MLT or equivalent lab- or technical education
- Familiarity with the IVD market
- SAP & other corporate tools
Skills & Capabilities
- Customer focus
- Quick learner
- Problem-solving skills
- Prioritization
- Flexibility and proactivity in a fast-changing environment
- IT Digital solutions skills
Travel Requirements
Expectations of minimum 80% at customer site depending on requirements
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.
www.werfen.com
