Customer Support Engineer

WERFEN

JOB DESCRIPTION: CUSTOMER SUPPORT ENGINEER

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 2^nd 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)

N/A

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