Technical Service Specialist

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.

Job Summary

Overseeing the service of assigned instrument platforms and ensuring the proper functioning of services in this area. The Technical Service Specialist will be part of a team of technical experts, providing essential technical knowledge to support customers and field staff with high-quality service.

Key Accountabilities

• Resolve Escalated Technical Issues: Address and manage technical problems escalated from the field to ensure prompt resolution.
• Ensure Performance and Continuous Improvement: Be accountable for the performance and continuous improvement of service for assigned instruments, meeting key metrics such as First Time Fix rate, IFR, response time under 24 hours, and cost efficiency.
• Train Field Service Engineers (FSE): Keep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills.
• Provide Technical Support: Offer telematic, voice, or on-site support to FSEs for technical troubleshooting and guidance. Also, provide technical support to the assigned customers.
• Maintain Technical Documentation: Ensure that all necessary and up-to-date technical documentation for assigned platforms is available and accessible to FSEs.
• Liaise with Manufacturers: Maintain regular communication with the instrument manufacturers, escalating issues and following up on improvements.
• Oversee Service Operations and Supervise Units: Supervise the operations of assigned units and review service performance with the Business Unit.
• Define Spare Parts and Stock Requirements: Define appropriate stock levels in the warehouse and for car stock to ensure repairs are completed within the committed timelines.
• Refield Instruments and Test Modules: Refurbish and test instruments and modules in the workshop to ensure they meet operational standards before deployment.

Networking/Key relationships

Other roles within service:
Service Specialist Manager, Service Area Manager, Service Director, Helpline, Field Service Engineer, Supply Chain.

Additional Skills/Knowledge:

• Good interpersonal skills:
  Strong predisposition and enthusiasm for creating highly collaborative working relationships and fostering teambuilding.
• Adaptability:
  Must be adaptable and flexible in work assignments and situations.

Skills & Capabilities:

• Fluent in verbal, written, and presentation skills.
• Analytical and technical skills.
• Creative thinking.
• Problem-solving.

Travel requirements:

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.