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
Job Summary
Its main function will be providing support to instrumentation and applications related to our core products and Business Units. Handling break/fix and configuration issues. Guiding customers on troubleshooting. Investigate errors more in-depth to solve before transferring either to Application or Technical Field Engineers.
The HelpLine Application Support Specialist hold excellent communication skills (both verbal and written) due to its relationship with different profiles, mainly in the Clinical field, but also in commercial and technical specialists and managers. The support is mostly via telephone and through remote access SW.
The HelpLine Applicaton Support Specialist is integrated into a very valuable position, with a high rate of customer satisfaction due to a helpful, effective and short-time solution cases.
Key Accountabilities
- Deal directly with customers and co-workers either by telephone or electronically.
- Greet customers warmly and ascertain problem or reason for calling.
- Provide scientific and technical support to customers in IVD instruments and reagents.
- Provide accurate, valid and complete information related to applications or technical issues, suggesting solutions when a product malfunction exist.
- Act autonomously and escalate any situation that may impact customer expectations.
- Refer the customer issue to the FSE or FAS in case that an on-site action is required.
- Identify and assess customer needs to achieve satisfaction. Organize workflow to meet customer timeframes.
- Handle complaints to manufacturers, provide appropriate solutions or alternatives within the time limits and follow up to ensure resolution.
- Provide scientific and technical support to the Werfen Sales Department.
- Work with other Departments. Manage unresolved issues with the accurate specialist to ensure a proper service to the customer.
- Maintain itself updated in his/her technical knowledge and skills.
- Attend scientific and technical trainings organized by Werfen or external entities.
- Take an extra mile to engage customers. Build sustainable relationships of trust through open and interactive communication.
- Prepare and distribute customer activity reports.
- Provide feedback on the efficiency of the customer service process.
- Follow Werfen communication procedures, guidelines and policies.
- Know and follow the ethical code of the company
Responsibilities
Networking/Key relationships
This position requires cooperating with different company departments and Business Units. It is necessary and critical being up to date in many products and processes due to HelpLine support several key lines.
- Product Specialists, Product Managers and BU/BL Managers.
- Key Account Managers and Field Application Specialists.
- Engineer Specialists, Service Area Managers, Field Service Engineers.
- IT Operations (LIS and Middlewares)
- Corporate Supply Chain / Customer Service.
- QA/RA Department (internal)
- IT Corporate (internal)
Qualifications
Minimum Knowledge & Experience required for the position:
Must be a Graduate or bachelor’s degree in one of the following: Biochemistry, Biology or Health Sciences. Knowledge of Laboratoy Techniques. Knowledge of Molecular Biology Techniques, Hemostasis basics and Laboratory workflows.
Skills & Capabilities:
- Must be autonomous, have initiative and very responsible to carry out tasks under its own responsibility.
- Accustomed to solving problems in a short space of time, maintaining control and strong analytical skills.
- Ability to work effectively under pressure and as part of a team.
- Outstanding communication skills, both spoken and written.
- Efficient and agile planning and organisation capability.
- Interest in problem solving and issue identification.
- Keen attention to detail.
- Positive and Helpful attitude.
- Teamwork and communication capabilities.
- Must be a moderately extroverted profile, optimistic and enthusiastic.
- Telephone and Customer Support skills.
- Perfect command of Portuguese. Valuable high level of communication in Spanish.
- Solid level of English in order to read, understand or prepare some technical content.
Travel requirements:
Up to 10-20% of time, mainly in Spain / Portugal for training and occasional Customer contact.
Individual Contributor Core Competencies:
Managing Work
Effectively managing one’s time and resources to ensure that work is completed efficiently.
Emotional Intelligence Essentials
Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.
Building Partnerships
Developing and leveraging relationships within and across work groups, including cross-functional groups, to achieve results.
Decision Making
Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
Continuous Improvement
Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.
Continuous Learning
Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
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
