Service Specialist ACDx - EEMEA

Key Accountabilities

• Provide both theoretical and practical instrument service training to the EEMEA partners and other relevant external stakeholders.
• Provide remote and on-site second level of technical support and troubleshooting to distributors. Provide on-site service support to our partners for any first installation in their countries. Organize follow up visits to selected countries when required.
• Support distributors and affiliates with a consultancy approach in organizing and improving their local service structure.
• Adopt and implement Corporate Service initiatives into the EEMEA region.
• Support internal stakeholders on instruments technical requirements.
• Act as primary contact for the manufacturer on quality and performance issues, complaints, parts list maintenance and warranty parts returns.
• Follow defined ISO guidelines and enter Service Reports in SAP when required. Follow SOPs for Service Department.
• Support IT Specialist on technical assistance, setting the hardware architecture, security and remote connectivity needed for the correct implementation of Werfen IT solutions.
• Share technical product information updates with all pertinent stakeholders. Organize service meetings and conference calls with our partners and affiliates to share information and align main services strategies and actions.
• Regularly upload and update internal communication channels with relevant documentation such as manuals, factory technical bulletins and other relevant materials and resources to technically support Distributors and Affiliates.
• Attend international meetings with Manufacturing Service Team to remain current on technical updates, best practices, Service Strategy and Corporate projects.
• Keep the EEMEA Team updated on key service projects, actions and initiatives. Cooperate with other internal representatives to support EEMEA and Company’s commercial strategy.

Networking/Key relationships

This position has strict relationships with:

• Other Service and Application positions
• Sales
• Marketing
• Logistic
• All external stakeholders involved in their area of responsibility.
  • Minimum of 3 years of work experience in a Service Department in a multinational Company. Experience in the IVD and/or Healthcare sector is required.

Minimum Knowledge & Experience required for the position

•    Education: Engineering, Biomedical engineering or similar degree within the scientific/technoligical area

•    Experience:

• Specific technical knowledge for BU of responsibility.
• Technical background. Minimum knowledge of mechanical and electronic.
• Good knowledge of IT to support the implementation, training and troubleshooting of Werfen’s Middleware solutions.

•      Additional Skills/Knowledge:

• Language: English proficiency.
• Project Management
• SAP and Microsoft knowledge

Skills & Capabilities

The ideal candidate for this position will exhibit the following skills and competencies:

•      Customer-centric approach

•      Communication

•      Flexibility

•      Problem Solving

•      Organizational skills

•      Teamwork

•      Time Management

Travel requirements

Up to 50% of time

Individual Contributor Core Competencies

Managing Work
Effectively managing one’s time and resources to ensure that work is completed efficiently.

Emotional Intelligence Essentials
Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Building Partnerships
Developing and leveraging relationships within and across work groups, including cross-functional groups, to achieve results.

Decision Making
Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Continuous Improvement
Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.

Continuous Learning
Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through  their application.