**Job Information**:
- Number
- WEBES-2025-000002
- Job function
- Other
- Job type
- Full-time
- Location
- Sevilla
- Country
- Spain
**About the Position**:
**Introduction**:
Werfen es una empresa familiar e innovadora fundada en 1966 en Barcelona, España. Somos un líder mundial en diagnósticos especializados en las áreas de Hemostasia, Diagnóstico de Cuidados Agudos, Transfusión, Autoinmunidad y Trasplante. A través de nuestra línea de negocio de fabricación de equipos originales (OEM), investigamos, desarrollamos y fabricamos ensayos y biomateriales personalizados. Operamos directamente en 30 países y en más de 100 territorios a través de distribuidores. Nuestras oficinas centrales y centros tecnológicos se encuentran en Europa y los Estados Unidos, y nuestra fuerza laboral es de más de 7.000 personas.
**Overview**:
**Job Summary**
The Service Area Manager is responsible for delivering exceptional customer service by combining hands-on expertise as an experienced Field Service Engineer (FSE) with effective coordination and leadership of a team of FSEs within the assigned area. This role ensures operational excellence, fosters team collaboration, and upholds the highest standards of service quality to meet and exceed customer expectations.
**Responsibilities**:
**Key Accountabilities**
- Service instruments in assigned areas, track all service requests, communicate with customers as needed, gather technical information, order required tools and parts, and plan efficient travel and schedules.
- Perform installations and de-installations, ensuring customer and logístical requirements are met. Carry out preventive maintenance as needed.
- Plan, organize, and assess customer service activities within the designated area.
- Support FSEs with complex issues and guide them on escalating complaints within the organization.
- Contribute to improving customer service quality by evaluating processes, setting service metrics, monitoring results, and driving process improvements within the team.
- Identify opportunities to add value to other business areas like sales, marketing, and product development.
- Coordinate with local management to oversee customer service activities in the area.
- Monitor key operational performance indicators (KPIs), including FSE training, parts delivery, service costs and inventory management.
- Track team performance based on productivity and service level KPIs.
Adhere to the company’s Code of Ethics.
**Networking/Key relationships**
This role involves working closely with various stakeholders. Effective communication is key, and you'll collaborate with customers and the local commercial team, FSEs, Help Line, Service Specialists and back-office departments among others.
**Qualifications**:
**Minimum Knowledge & Experience required for the position**:
- Bachelor’s degree or equivalent technical qualifications in electrical/mechanical engineering or physical sciences.
- 5 years of work and hands-on experience in a technical role with competencies as a coordinator or people manager within a service or technical department of high-end Life Sciences or medical capital equipment.
Intermediate level of English is essential for both technical communication and corporative interactions
**Skills & Capabilities**:
- Extensive experience as a Field Service Engineer, working with electronics, mechanics, pneumatics, and IT.
- Strong focus on customer service support. Excellent client-facing and communication skills.
- Hands-on approach with a positive, proactive, organized, and strategic mindset.
- Strong people management skills. Ability to empower employees to collaborate internally and externally, while working independently and making decisions in a positive environment.
- Results and goals-driven. Strong analytical and IT skills.
**Travel requirements**:
Up to 50% of time.
**People Manager Core Competencies**:
**Building Talent**
Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively.
**Customer Focus**
Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
**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.
**Driving for Results**
Setting high goals for personal and group accomplishment; using measurement methods to monitor pro