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
The main responsibility of this role is to provide technical and application support for instrumentation and assays related to our core products and Business Units. This includes handling break/fix issues, configuration problems, and guiding customers through troubleshooting steps. The role also involves in-depth investigation of errors to resolve them before escalating to Application Specialists or Field Service Engineers.
The HelpLine Application Support Specialist must have excellent verbal and written communication skills, as the role interacts with a variety of profiles—mainly from the clinical field, but also commercial, technical, and managerial stakeholders. Support is provided primarily via phone and remote access software.
This is a highly valuable position that directly impacts customer satisfaction through efficient, effective, and timely solutions.
Responsibilities
Key Accountabilities
•Interact directly with customers and colleagues via phone or electronic channels.
•Greet customers warmly and determine the nature of their inquiry.
•Provide scientific and technical support on IVD instruments and reagents.
•Offer accurate, complete, and relevant information to resolve technical or application-related issues, proposing solutions in case of product malfunction.
•Work autonomously and escalate situations that may impact customer satisfaction.
•Refer issues to the Field Service Engineer (FSE) or Field Application Specialist (FAS) when on-site action is needed.
•Identify and assess customer needs to ensure high satisfaction. Organize workflows to meet response time expectations.
•Manage manufacturer complaints, offer appropriate alternatives or solutions, and follow up to ensure resolution.
•Support the Werfen Sales Department with scientific and technical input.
•Collaborate with other departments, involving the right specialists to ensure proper customer service.
•Keep up to date with technical knowledge and skills.
•Attend scientific and technical training sessions, both internal and external.
•Go the extra mile to engage customers and build long-term trust through open, interactive communication.
•Prepare and distribute customer activity reports.
•Provide feedback on customer service processes and suggest improvements.
•Follow Werfen’s communication protocols, guidelines, and corporate policies.
•Comply with the company’s ethical code of conduct.
Networking/Key relationships
This position requires strong collaboration with various departments and Business Units. Due to the wide product portfolio supported by HelpLine, staying up to date on technologies and processes is critical. Key stakeholders include:
•Product Specialists, Product Managers and BU/BL Managers.
•Key Account Managers and Field Application Specialists.
•Engineering 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, (DNA/RNA purification, end-point PCR, real-time PCR, DNA modification, DNA gel analysis, etc) and Autoimmunity Techniques (ELISA, IFA, etc).
Skills & Capabilities:
•Self-motivated, responsible, and capable of working independently.
•Problem-solving mindset, with strong analytical and decision-making skills.
•Ability to stay calm under pressure and work effectively in a team.
•Excellent communication skills, both written and spoken.
•Strong organizational and planning abilities.
•Detail-oriented, with a proactive and customer-focused approach.
•Positive and helpful attitude.
•Team player with good interpersonal skills.
•Moderately extroverted, optimistic, and enthusiastic personality.
•Proven customer support and telephone skills.
•Fluency in Spanish; knowledge of additional local languages (Catalan, Basque, or Galician) is a plus.
•Solid English skills, sufficient for reading, understanding, and drafting technical content.
Travel requirements:
Occasional travel (up to 10–20%), mainly within Spain, for training sessions and occasional customer visits.
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
