RTZ - Digital Area Leader

Job Summary

Perform on distributed systems technical installation, interventions to solve technical problems related to hardware and software failures and maintenance and preventive visits. The role is to ensure the efficient working of our solutions consistently with SLA defined in the contract, with a specific focus on IT aspects. Working closely with the SAM, she/he ensures the implementation of projects by supporting and guiding field resources for IT aspects.

Key Accountabilities

• Organize for all systems assigned to the RTZ, either scheduled or on request, visits. The purpose will be to solve both hardware and software issues related to the product’s usage
• Support customers regarding operation of products and services, identifying solutions and guaranteeing assistance in case of problems
• Perform systems installation and verification according to Werfen checklist and procedures, with the responsibility on the final customer acceptance
• Document any activity performed using the company tools and keep all information updated
• Report and manage, together with the Service Specialist and the Service Area Manager, any critical situation
• Perform, for assigned instrumental lines, the customer's training in the start-up phase
• Install, check and maintain the Instruments Connectivity
• Check, maintain, and optimize an adequate stock of spare parts with the goal of obtaining a turnover rate defined by the company target
• Interfacing regularly with the Service Area Manager to obtain information and provide feedback on their and team activities
• Work in coordination with Help Line to qualify issues reported by customers
• Work in coordination with Sales Rep to handle customer issues
• Promote all Werfen initiatives with the customer
• Manage and Maintain Instrument Connectivity and Interoperability with DMS and complex systems (Automation)
• Remote Support for Networking and Interoperability Issues
• Coordinates and supports RTZs in delivery for IT aspects
• Maintains and cultivates relationships with IT managers

Networking/Key relationships

• Service Area Manager
• Help Line
• Sales Representative
• Application Specialist
• Service Specialist
• Customer
• Customer IT Manager
• Service Agency
• RTZ

Minimum Knowledge & Experience required for the position:

High school in scientific/technical disciplines; Bachelor degree in technical disciplines

Skills & Capabilities:

• Specific technical and scientific knowledge
• Market and Customer knowledge
• Market and Customer knowledge
• Business and organization knowledge (roles, processes,…)
• Knowledge of SAP
• Microsoft Office Package
• Problem Solving
• Leadership
• Strong Networking Skills
• IT Knowledge of Medical Workflow, Systems and Protocols

Travel requirements:

100% domestic - 10% international