Job Information
About the Position
Introduction
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.
Overview
The aim of this role to provide first-and second-line technical support to Werfen customers nationwide in relation to to application, hardware, and IT issues.
The Technical Support Specialst will provide remote support, utilising remote desktop access or video calling tools where available, in order to resolve customer issues or accurately diagnose faults prior to dispatch to the Field Service or Application teams. All support queries will be logged with sufficient detail to maintain visibility and accuracy of information.
The Technical Support Specialist will work in conjunction with all Technical Services staff to provide customer satisfaction, minimizing instrument downtime whilst preventing unnecessary on-site Service, Application and IT Field Support events. In addition, this role will work alongside other Werfen affilates to ensure around the clock customer support is available. This is primarily an office-based role, with occasional travel under the direction of Technical Support Manager.
Responsibilities
Key Accountabilities
- Remote resolution for applications, hardware and IT support requests and technical enquiries arriving at the Service Office.
- Customer and colleague support by phone utilising remote desktop access or video call where required to assist with Technical and IT based issues across all Werfen product lines.
- Ensure unresolved or persistent issues are escalated appropriately following internal escalation procedure
- Record and report customer interactions, inquiries, comments and complaints in TicketLine / SAP, with details of all actions taken, in line with depertmental processes
- Identify and assess customer´s needs to achieve satisfaction, suggesting solutions when a product malfunctions
- Direct requests and unresolved issues to the designated internal resource to ensure proper customer service is being delivered
- Reproduce customer specific problems related to reagents/applications in headquarters
- Notification to Field Service and Account Manager staff of support activity occurring on their instrument base by electronic report.
- Assist with the coordination of external repair of equipment for Whole Blood haemostasis products
- Assist with in house demo / loan analyser configuration and set-up
- Assist with maintenance of the Service diary, detailing the daily planned activity and presence of Technical Services Staff.
- Assist with identification and order of instrument parts required for Field Service activity
- Assistance with the generation of monthly / quarterly service logs and KPI reports.
- Provision of IT support for hardware and software connections to customers, using telephone and remote desktop to address connectivity issues with both Instrument end users and site IT professionals.
- Assisting with compliance with and recording of evidence for Quality systems
- Supporting customers with the correct use of Werfen instruments and reagents
- Application and Hardware testing in house to support other Werfen employees with troubleshooting and problem resolution
- Provide assistance to the product groups with customer training and education
- Provision of training to Account Managers, Application Specialists and Field Service engineers as appropriate.
- Develop and maintain areas of expertise in product specialism's required for the role; sharing knowledge with the rest of the Technical Support team
- Maintain and update technical documentation and knowledge base articles.
- Assist with ZIS and ZQ complaint management where required
- Awareness of the Integrated Management System (covering Quality & information Security)
Internal Networking
- This position requires full cooperation with all Technical Services staff plus good communication and strong relationships with all Business Units. Continual communication and collaborative working with other Technical Support Specialists, plus a strong, positive interface with Field Service Engineers is necessary to bi-directionally identify the best course of action for any situation, to ensure the provision of required services and high customer satisfaction. Regular communication will also be required with Sales Office and Order Processing staff.
Qualifications
Minimum Knowledge & Experience required for the position
- Degree/studies
Bachelors level degree or equivalent combination of education and experience in an IT, Technical or Support related field, with a minimum of 36 months employment experience post education
- Min knowledge
- Understanding of or experience working with In-Vitro Diagnostics equipment.
- A good team working background in a customer focused role
Experience with IT and networking an advantage.
Skills & Capabilities
- Scientific, Engineering and Technical proficiency
- Ability to work effectively under pressure
- Outstanding communication skills, both spoken and written
- Efficient planning and organisation capability
- Interest in problem solving and issue identification
- Keen attention to detail
- Positive and Helpful attitude.
- IT literacy
Travel Requirements
Infrequent - UK based
What we offer
Competitive Salary
Bonus Scheme
Private Healthcare - after qualifying period
Healthcare Cash Plan - after qualifying period
Pension scheme - employee contributions 6% and employer contributions 12%
Employee Assistance Program
25 days annual leave plus bank holidays
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your CV.
Werfen appreciates and values diversity. We are an Equal Opportunity Employer.
www.werfen.com