GSS IT Support Manager

Overview

Werfen

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.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Job Summary

This position is responsible for providing advanced technical support, training, technical consultations, and recommendations for Werfen Autoimmunity IT Solutions products and solutions. This includes, but is not limited to, QUANTA Link, interfacing, cybersecurity, relational databases, operating systems, and Autoimmune laboratory workflow. Responsible for product installation, customer and internal staff training, escalated support for global affiliates and distributors, and troubleshooting. Provides support via phone, email, virtual sessions, and on-site visits when required. Writes, updates, and distributes training materials and technical documentation for Werfen autoimmunity IT solutions. Creates and maintains documentation, data, and reports. This position may require, domestic and international travel, occasionally on short notice. Must be able to stay on-site until support is complete. All activities are performed in accordance with standard operating procedures, Quality System, safety, and administrative regulations.

Responsibilities

Key Accountabilities

• Collaborates with customers and Werfen teams to ensure successful installation, connectivity, and training of QUANTA Link and related Werfen Autoimmunity IT solutions.• Works closely with customers and other Werfen teams to define, configure, and support connectivity of Werfen instruments and QUANTA Link and related IT Solutions to Laboratory Information Systems (LIS).• Provides escalated technical support to customers through a variety of modalities(phone, email, virtual tools, on-site) related to Werfen Autoimmunity IT Solutions.• Responsible for troubleshooting and problem solving related to networking, QUANTA Link connectivity and functionality, and LIS connectivity.• Develops and maintains external and internal customer relationships by ensuring complete resolution of issues on first contact or through proactive communications and on-site visits, as required.• Participates and/or leads user feedback groups to define and prioritize the voice of the customer product development for Werfen autoimmunity IT solutions.• Supports robust understanding of customer security documentation, and cybersecurity documentation for QUANTA Link and related IT Solutions.• Writes and maintains documentation for QUANTA Link and related IT Solutions supporting standard protocols and policies for standard use, installation, configuration, and maintenance.• Assists with in-house pre-release system software testing, as need and preparation of documentation required for QUANTA Link and related IT Solutions releases.• Provides technical leadership and direction for Werfen Autoimmunity IT Solutions and products. Maintains technical competency with market changes, researches and recommends training courses, webinars, and other learning opportunities.• Complies with applicable standard operating procedures (SOPs), ISO, FDA and other Quality Systems regulations, as well as applicable Environmental Health & Safety, Human Resources, and other regulatory and administrative policies.• Reflects Werfen values in the quality of work and in all working relationships.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key Relationships

• Other Customer-Facing Teams: Sales, Field Applications, Technical Support, Marketing• Product Complaint Team• Quality Systems Teams• Research & Development• Other Werfen Departments, Affiliates, Distributors• Werfen Clinical Software

Qualifications

Minimum Job Requirements

Education

• Bachelor's degree in information technology, life sciences or engineering field

Experience• At least 2 years of field applications or field service IT technical experience• 1-2 years of experience in IT for the healthcare market is highly desirable• Track experience in exceptional customer relationship management required, preferably as an integral member of a professional applications team.• Demonstrated experience in troubleshooting connectivity and networking issues related to laboratory equipment required.• Demonstrated experience in effective multi-dimensional communications required.

Skills, Knowledge & Competencies

• Knowledge of administration and maintenance of servers and workstations in both, hardware and software areas required.• Knowledge of Operating Systems (MS Windows and Linux OS) required.• Knowledge on networking (wiring, HUB, Switch, DNS/DHCP, firewall solutions, network, diagnostics) required.• Knowledge of virtualization required.• Knowledge of cybersecurity required.• Knowledge of relational databases and SQL queries required.• Knowledge of ASTM and HL7 communication protocols required.• Proficiency in Microsoft Office required.

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Travel Requirements

Up to 50%, including domestic and international travel.

The salary range for this position is currently $86,000 -$112,000. Individual compensation is based on the candidate’s qualifications for the position, including experience, skills, knowledge, education, certifications, internal equity, budget and/or other business and organizational needs.

If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise  our Werfen team.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.