Automation Support Engineer

WERFEN

JOB DESCRIPTION: AUTOMATION SUPPORT ENGINEER

Title of position: Automation Support Engineer

Name of Department: Operations & Customer Support

This position reports to: Customer Support Manager

Number of direct reports reporting to this position: 0                             

Position Summary

This position is part of the Customer Support team located in Barcelona that provides 2^nd level customer support to Werfen Affiliates and distributors internationally on regards of Automation projects.

Key Accountabilities

• Lead assigned Automation Projects, complete installation/configurations, validation, technical training & post installation support & optimization.
• Serve as technical customer advocate in cross functional team, with Product Marketing & Development teams driving future product improvements.
• Work closely with technical teams, business units, hospital technicians & IT teams, providing support for clinical systems promoting education, improved workflows, & advancements through SW Product Trainings.
• Serve as liaison between the company and customers.
• Build customer relationships by keeping customers informed of how and when problems are resolved.
• Carry out complex installs at client sites.
• As part of the Werfen IT Services Excellence Center prepare for regular SW technical CC with affiliates.
• As part of the Werfen IT Services Excellence Center prepare product webinars through the year.

Budget managed (if applicable)

N/A

Internal Networking/Key relationships

The position requires cooperating with:

• The rest of the Customer Support team
• Development and QA teams
• WW Marketing Product Managers
• WW Service Product Line Support Managers
• Werfen Affiliate Technical & Marketing teams

Skills & Capabilities:

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

• The candidate must be available to travel throughout the International territory as needed.
• Excellent communication skills and fluency in English (written and spoken) is mandatory, other languages would be a plus.
• Mentoring and motivating regional teams through remote and onsite support of Automation projects.
• Be self-motivated, take initiative and be willing to lead technical presentations and discussions with affiliates and end-users in hospitals and laboratories.
• Proven customer-oriented background and able to work in a fast-paced environment.

Min Knowledge & Experience required for the position:

• Education: The candidate should possess a degree in Computer Science, Health Informatics, Software Engineering, Medical Lab Science or similar.

• Experience:

• At least 2 years of IT technical support expertise.

1-2 years of experience in automation for the healthcare market is highly desirable.

• Additional Skills/Knowledge:

• Good knowledge of administration and maintenance of servers and workstations in both, hardware, and software areas.
• Good knowledge of Operating Systems (MS Windows and Linux).
• Good knowledge on networking (wiring, HUB, Switch, DNS/DHCP, firewall solutions, network, diagnostics...).
• Knowledge of ASTM and HL7 communication protocols.
• Knowledge of relational databases and SQL queries.

International Mobility:

• Required: No

Travel requirements:

• Up to 50% of time