Application Specialist / Field Service Engineer - Northern Ireland - Acute Care

Job Summary

The primary responsibility is to ensure total Applications support and customer satisfaction within the designated Werfen installed base (Northern Ireland) and to provide basic Engineering and Technical support to Werfen Acute Care customers.

Will perform installation, validation and training on Werfen analysers. Provides on-going clinical support, training and customer education and consults with customers regarding matters of regulatory requirements and compliance.

The Acute Care Application Specialist/Field Service Engineer will work in conjunction with the Application Specialist Manager to develop and enhance the functional role of the Sales and Marketing teams. The role is predominantly field based but will require time spent in the office as tasks require, under the direction of the Acute Care Application Specialist Manager and in conjunction with the Service Administrator, Specialist Engineers, the Technical Support team and Service Area Manager.

AS/FSE will control a local inventory of spare parts and attend instrument repairs for GEM Premier and ROTEM. The expectation for Field Service Engineer duties is approximately 15% overall.

Key Accountabilities

Project Management: Lead Acute Care (GEM, ROTEM, Hemochron, Avoximeter, Verify Now) installations in the assigned territory by developing detailed project plans. Collaborate with IT Specialists, coordinate training schedules, assign responsibilities, and maintain thorough documentation within CRM systems. Obtain plan approval from the Application Specialist Manager and share with the area Account Manager. Track all device installations using the team Planner board and update each task on a minimum monthly basis.

Implementation: Conduct Werfen instrument installations according to appropriate project plan, ensuring timely delivery, installation and escalation of any issues. Ensure effective communication with customer and other invested parties thoughout changes processes and complete sign of meeting and paperwork to close of implementations formally. Store all completed documentation on CRM.

Installation and Qualification: Efficiently manage and perform new instrument installations, including all required Installation and Operation Qualification (IQ/OQ) procedures, ensuring compliance with company quality standards.

Product Knowledge and Education: Keep a high level of competency in Werfen’s products and GEM Family Data Management Systems. Develop education packages in collaboration with the Application Specialist Manager and Clinical Specialist, and deliver product instruction on proper operation and clinical use.

Training and Support Programs: Design and deliver customer training, either locally or across trusts, ensuring alignment with customer requirements and contract commitments. Assist with FY1 doctor training and provide any contracted ongoing trainig commitments to customers within the assigned territory. Liaise with AS Manager for any contracted training that cannot be covered, to ensure any KPIs are not breached.

Customer Satisfaction and Issue Escalation: Act as the main point of contact for technical and support inquiries, organizing regular customer visits to ensure satisfaction. Provide on site and remote training, troubleshooting, application support, and complaint handling.

Communication: Maintain open communication with all Werfen employees. Meet with appropriate Area Account Managers on a regular basis to understand area sales activity and collaborate to fully support new and exisitng customers. Liaise with customers, inform advise or escalate issues as required per the escalation procedures. Work with the servie team to communicate schedule, pending tasks and completed calls in a timely manner.

Complaint Resolution and Follow-up: Take the lead on customer complaints, gathering necessary data, updating records in Lotus Notes and SAP, and communicating findings back to the customer. Follow the Werfen UK complaints procedure, ensuring complaints are submitted within 30 days of notification.

Diagnostics and Repairs: Perform prompt and thorough diagnosis, testing, and repair of faulty instruments to ensure rapid resolution of issues and minimal disruption to customer operations.

Preventative Maintenance Program: Establish and manage a preventative maintenance program tailored to customer needs and aligned with company policies, enhancing instrument reliability and extending equipment lifespan.

Tool and Equipment Management: Ensure all necessary tools, test equipment, and spare parts are maintained and readily available for servicing instruments, with regular checks on inventory levels. Accurately identify part numbers required for repairs to expedite the servicing process.

Activity and Documentation Management: Maintain an accurate agenda in CRM Calendar, linking actions to CRM customer records and using Tickets. Ensure all service activities are followed by detailed electronic Incident Reports within Werfen’s systems, promptly updating equipment records with new or modified customer information.

Communication of Service Plans: Provide customers with planned arrival dates and times for visits, maintaining flexibility to adapt working hours and travel to various locations as needed. After each service activity, perform relevant test procedures and present the completed service report for customer signature, ensuring records within instrument software are up-to-date.

Software and Documentation Maintenance: Coordinate instrument software upgrades, maintain archives of analyzer software, and assist in creating Acute Care documentation. Regularly review technical information, updates, and best practices for optimal service delivery.

IT Systems Support: Work with Werfen UK IT Specialists to assist in the installation and post-sale support of Acute Care IT systems, recording all necessary details in CRM. Promote Werfen IT solutions in collaboration with Area Managers, enhancing customer loyalty and sales.

Monthly Reporting and Post-Sales Support: Close all Tickets by the deadline set each month, for report generation. Highlight Werfen’s post-sales support to prospective customers in coordination with the ACAS Manager and Account Managers, reinforcing the value of ongoing customer support.

Sales Support and Documentation Control: Assist Area Managers throughout the sales process and pre-sales presentations, including GEMfamily concept branding and promotion. Ensure all Acute Care documentation is controlled and aligned with customer education strategies.

New Product Training and Support: Help induct, and train new Application Specialists, Area Managers, Field Service Engineers, and Service Support Specialists as directed by the Business and Technical Services Managers. Attend Business Unit Sales and Technical meetings to stay current on new product developments.

Networking/Key relationships

• ACD Applications Specialist Manager and team
• Werfen UK ACD Area Account Mangers
• Werfen Acute Care Customers
• Werfen WW Product Managers/Associate Product Managers
• Service Administrator, Engineers and Service Area Manager

Minimum Knowledge & Experience required for the position:

• BSc in a Biomedical Science or Electromechanical field or 3 years expereince in a related field
• Proficient computer skills, including Word, Excel, PowerPoint, SAP and other corporate tools.
• Prior experience with IVD instrumentation advantageous
• Full UK driving license

Skills & Capabilities:

• Excellent communication skills

• Technical ability and practical skills

• Team working

• IT literate

• Customer focus

• Ability to adapt to new skills & practices

• Ability to learn & understand required scientific/clinical information relating to Acute Care device portfolio

Travel requirements:

As required within the UK to fulfil the role. Approximately 80% field based activity 20% administration duties working from Werfen office or home.

Acknowledgement:

The above statements are intended to describe the general nature and level of work being performed by the incumbent. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of this position.