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
Its main function will be providing technical support to Werfen IT applications and products related to the Diagnostics sector in Clinical Analysis Laboratories.
He or she will be integrated into a very communicative team of Clinical and IT Specialists, who develop professionally with continuous and qualified training in very specific products developed within our organization.
The candidate will hold excellent communication skills (both verbal and written) due to its relationship with different profiles, mainly in the Clinical field, but also in commercial and technical specialists and managers. The support will be mostly via telephone and through remote access SW.
Responsibilities
Key Accountabilities
• Deal directly with customers and co-workers either by telephone or electronically.
• Greet customers warmly and ascertain problem or reason for calling.
• Provide accurate, valid and complete information related to applications or technical issues regarding LIS and Middleware solutions.
• Ensure the obtaining of results and workflow within customer laboratory.
• Suggest solutions when a product malfunction exist.
• Act autonomously and escalate any situation that may impact customer expectations.
• Refer the customer issue to the IT Consultant or Project Manager in case that an on-site action is required.
• Identify and assess customer´s needs to achieve satisfaction. Organize workflow to meet customer timeframes.
• Process requests in agile manner. Inform issue status to stakeholders and customer every certain period of time.
• Reproduce customer issues either in customer site or headquarters labs.
• Report complaints (ZIS) or requirements to manufacturers (through BU HITS), using
appropriate details within the time limits and follow up to ensure resolution.
• Provide general information to the Werfen Sales Department.
• Maintain assertive and healthy communication with customers and co-workers.
• Work with other Departments. Manage unresolved issues with the accurate specialist to ensure a proper service to the customer.
• Maintain himself updated in his technical knowledge and skills.
• Attend clinical and technical trainings organized by Werfen or external entities.
• Maintain himself updated in his knowledge of processes and tools defined by HelpLine Department and the company.
• Use softphone technology to handle high call volumes.
• Use of specific SW applications to monitor instrument logs as a tool for proactive diagnosis.
• Keep records of customer inquiries, comments and complaints as well as details of actions taken.
• Take an extra mile to engage customers. Build sustainable relationships of trust through open and interactive communication.
• Prepare and distribute customer activity reports.
• Provide feedback on the efficiency of the customer service process.
• Follow Werfen communication procedures, guidelines and policies.
• Know and follow the ethical code of the company
Networking/Key relationships
This position requires cooperating with different company departments and Business Units. It is necessary and critical being up to date in many products and processes due to HelpLine support several key lines: Sales, BU and Product Manager, Quality Assurance, Regulatory, Operations or Logistics.
• Mainly with customers, IT staff, Lab Technicians, Doctors or any other profile related with Laboratories.
• IT Werfen Consultants within Iberia.
• Product Managers, Product Support and development team.
• Sales staff and Key Account Managers.
Qualifications
Minimum Knowledge & Experience required for the position:
Must be a Graduate / Bachelor’s Degree in one of the following: Information and Technology, Computer Science, Telecommunications or similar.
Specific knowledge in Laboratory Information Systems (LIS) with demonstrated 5 years experience within similar role.
Skills & Capabilities:
• Perfect command of Spanish.
• Basic/intermediate communication using English.
• Should provide excellent phone anc Customer Support skills while cases resolution.
• Experience in Ticketing systems and cases resolution support.
• Must be autonomous, have initiative and very responsible to carry out tasks under its own responsibility.
• Teamwork and communication capabilities.
• Accustomed to solving problems in a short space of time, maintaining control and strong analytical skills.
• Must be a moderately extroverted profile, optimistic and enthusiastic.
• Medium / high emotional stability, with a reliable self-esteem.
Travel requirements:
The candidate might have residence in Barcelona or surroundings, but not mandatory.
Possibility of travelling a maximum of 20% of time, mainly in Spain.
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
