Job Information
About the Position
Introduction
Werfen es una empresa familiar e innovadora fundada en 1966 en Barcelona, España. Somos un líder mundial en diagnósticos especializados en las áreas de Hemostasia, Diagnóstico de Cuidados Agudos, Transfusión, Autoinmunidad y Trasplante. A través de nuestra línea de negocio de fabricación de equipos originales (OEM), investigamos, desarrollamos y fabricamos ensayos y biomateriales personalizados. Operamos directamente en 30 países y en más de 100 territorios a través de distribuidores. Nuestras oficinas centrales y centros tecnológicos se encuentran en Europa y los Estados Unidos, y nuestra fuerza laboral es de más de 7.000 personas.
Overview
The Master FAS provide level experts level application supporta across the region, leading distributor trainnig, second level technical support, and complex installations and validations. This role acts as a key technical reference and escalation point, ensuring adherence to quality standars during verifications and validations, application best practices and an optimal customer experience trought close collaboration with distributors, product specialist and SBU.
Responsibilities
Training
Develop and execute an annual training plan aligned with business and regional needs. Coordinate, manage, and prioritize training requests from distributors. Ensure availability, quality, and consistency of training materials.
Maintain accurate and detailed records of all training activities.
Second Level Technical Support
Ensure effective management of second level support cases through established support channels.
Provide technical guidance and advisory support to distributor Application Specialists.
Ensure distributor Application Specialists are equipped with the necessary tools, resources, and documentation to perform their activities locally.
Installations and Validation
Support and supervise first installations per instrument model in each country.
Lead and support installations for large or strategic projects as required by the business.
Lead validation and verification activities at customer sites, in collaboration with distributors.
Ensure full compliance with performance specifications, quality requirements, and applicable regulatory standards.
Case Escalation and Stakeholder Coordination
Identify and escalate critical technical issues in a timely manner to the SBU and Product Specialists.
Coordinate specialist involvement to ensure efficient issue resolution and minimize business and customer impact.
Networking/Key relationships
- Technical Service Manager
- Marketing team, for customer service and technical support
- SBU, for case escalation
- Commercial team, for instrument installation
- Distribuidors and end clients, for customer service attention and follow-up
Qualifications
Conocimientos y experiencia mínima requerida
Título/estudio
Education: Bachelor's degree or licentiate degree in bacteriology, biochemistry, or a related field
Años de experiencia
At least 3 years of experience in a similar role within the healthcare or medical devices industry.
Conocimientos mínimos
Proficiency in Word, Excel, PowerPoint, SAP, and other corporate tools
Habilidades y capacidades
- Excellent communication skills
- Strong public presentation skills
- Solid functional and technical competencies
- Strong organizational skills
- Customer service orientation
- Leadership
- Emotional intellidence
Mobilidad requerida
- Up to 60% of time
- International mobility required
Si estas interesado en aprender constantemente y te entusiasman los desafios, te animamos a que nos envies tu curriculum vitae o CV.
people.co@werfen.com
En Werfen valoramos y apreciamos la diversidad. Estamos orgullosos de ser una empresa que ofrece igualdad de oportunidades.
www.werfen.com
