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
Provide Werfen clients in the designated Area, Instrument Service and Support. Including but not limited to; installation, de-installation, preventive maintenance, instrument failure diagnostics and repair, instrument service estimates, initial operator training and Instrument modification and upgrade activities.
Manage workflow, client interfacing and company reporting tasks in a diligent and timely manner using the processes, programs and systems implemented within the company.
Communicate and interact with other members and departments of the company by providing or requesting such information needed to enable best customer experience, smooth workflow and proper incident reporting.
Responsibilities
Key Accountabilities
- Plan, execute, and report on service calls with precision and timeliness.
- Manage and control inventory of repair parts to ensure availability, efficiency and cost optimization.
- Oversee the use and maintenance of tools, diagnostic instruments, IT systems, and communication devices essential to company operations.
- Ensure strict adherence to company processes, directives, and the Ethical Code.
- Collaborate effectively with Sales and Marketing teams to enhance customer satisfaction and business synergy.
- Operate independently while proactively escalating issues that may affect customer expectations and product quality assurance.
- Communicate assertively and clearly with both customers and colleagues to foster transparency and trust.
Networking/Key relationships
Maintain proactive relationship with fellow FSEs, Help Line, Service Area Manager, Sales reps, TSS Technical Service Specialists, Product Line Application / Sales Managers, Service Front and Back-office members, logistic department coordinators and Clients.
Qualifications
Minimum Knowledge & Experience required for the position:
- Bachelor’s degree or equivalent technical qualifications in electrical/mechanical engineering or physical sciences.
- 2 to 5 years of work experience in a service or technical department of high-end Life Sciences or medical capital equipment.
- Desirable to have data analytic skills, excel, pivot tables…
- Working knowledge and ability to test and troubleshoot electrical analog and digital circuits, computer hardware and a minimum of pneumatics experience.
- Fluent reading and writing English and be able to hold a basic technical conversation.
- Fluent Spanish language speaking and understanding.
- Driver license.
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and competencies:
- Interest and affinity for technical activities.
- Curious and eager to learn.
- Systemic, holistic and “hands on” approach.
- Proactive, organized and resolute.
- Oriented to customer service.
- Able to empathize to customer needs and expectations.
- Analytical skills.
- IT & connectivity skills.
- Able to work on a multidisciplinary environment, dealing with electronics, mechanics, pneumatics and Informatics.
Travel requirements:
Up to 80% of time
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
