Customer Support Engineer

Job Overview

Post Date
Job Function
Customer Service
Lliça d'Amunt, Barcelona

About the Position




Title of position: Customer 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 2nd level customer support to Werfen Affiliates and distributors internationally on regards of clinical SW applications.

Key Accountabilities

  • Install and configure the software of clinical applications
  • Identify and resolve issues affecting customer’s network working closely with the hospital’s IT department
  • Identify and resolve issues affecting customer’s workflow and configuration working closely with the hospital’s laboratory department
  • Perform required technical training sessions
  • Respond to and resolve client problems as they relate to technical software issues
  • Refer more complex problems to R&D departments
  • 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)


Internal Networking/Key relationships

The position requires cooperating with:

  • The rest of the Customer Support team
  • Development and QA teams
  • Local technical teams
  • Local marketing teams
  • WW Marketing Product Managers
  • WW Service

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
  • 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 Engineering
  • Experience:
  • At least 2 years of IT technical support expertise
  • 1-2 years of experience in IT 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 OS)
  • Good knowledge on networking (wiring, HUB, Switch, DNS/DHCP, firewall solutions, network, diagnostics...)
  • Knowledge of relational databases and SQL queries
  • Knowledge of automation lines in laboratory environments would be a plus
  • Knowledge of ASTM and HL7 communication protocols would be a plus
  • Language: Knowledge of other languages would be a plus

International Mobility:

  • Required: No

Travel requirements:

  • Up to 50% of time


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