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
This position is part of the Digital Solutions Service team located in Barcelona that provides 2nd level support to Werfen Affiliates and distributors internationally on regards of Laboratory Automation Projects. It supports pre-sales and project phases by providing technical expertise on automation architecture and feasibility. It standardizes and documents best practices, deployment guidelines, and troubleshooting procedures for automation solutions.
Key Accountabilities
- Standardize and document best practices, deployment guidelines, and troubleshooting procedures for automation solutions.
- Support pre-sales and project phases by providing technical expertise on automation architecture and feasibility.
- Lead continuous improvement initiatives focused on workflow optimization in laboratory automation environments (e.G., sample routing, processing time reduction).
- Install and configure the Digital Solutions Software.
- Identify and resolve issues affecting customer ́s network working closely with the hospital's IT department.
- Perform required technical training sessions.
- Respond to and resolve client problems as they relate to technical software issues.
- Refer more complex problems to R&D and DF departments.
- Serve as liaison between the company and customers.
- Build customer relationships by keeping customers informed of how and when problems are resolved.
- Carry out complex installs at client sites.
- Create Service related documentation.
- Assist and mentor more junior members of the team.
- Lead projects to analyze and identify improvements of the Digital Solutions.
- Be the technical referent for his/her product and also have experience with other products of the company.
Networking/Key relationships
To be determined based on department needs, to include interactions such as:
- Cooperating with the rest of the Digital Solutions Service team
- Development and QA teams
- Local Service teams
- Local Marketing teams
- WW Marketing Product Managers
- WW Service
- PPSO (Product Privacy and Security Officer)
Minimum Knowledge & Experience required for the position:
- Education: Engineer, Computer Science or other Technical degree.
- Experience: More than 10 years of experience in technical service with at least 3 of them in a Senior position.
- Additional Skills / Knowledge:
-Networking: Inter-network troubleshooting. Network creation and definition. Advanced Network Hardware understanding. Evaluate and identify possible Network issues and bottlenecks.
-Operating Systems: Advanced scripting. OS Hardening configuration. Installation, Boot and partitions troubleshooting. Advanced OS cybersecurity.
-Databases: PL/SQL programming and scripting. Define disk usage and Database schema. Cloud databases configuration, connectivity and usage. Capacity planning.
-Virtualization: Virtualization strategy planning, Networking, monitoring and Security definition. Cloud Virtualization design and definition.
-Cloud: Cloud Architecture design. Platform management. E2E solutions in the cloud. Automation. Performance Testing. Analytics definition.
-Communication Protocols: Complex protocol integration definitions. Mapping, unit conversion, transformation configurations.
-Application/Web Servers: LAMP Applications design and definition. Capasity Management. Server Optimization and automation. Basic programming understanding. Backup and recovery strategy definition.
-Cybersecurity: IT support Cybersecurity Strategy. Risk Management. Customer Support Cybersecurity process definitions.
-Hardware: Hardware architecture definition. Relation with Virtualization and Cloud requirements.
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and competencies:
- Mentoring and motivating regional teams through remote and onsite support of Laboratory Automation projects.
- Strong understanding of laboratory automation workflows and system integration.
- Hands-on experience with laboratory automation systems and track solutions in clinical environments.
- Experience with system integration protocols and data flows between automation systems, middleware, and LIS.
- Advanced problem-solving skills in hybrid environments (software + hardware + network + lab operations).
- Capability to lead technical discussions with hospital IT, lab managers, and external automation vendors.
- Ability to work autonomously as technical lead on complex automation deployments and escalations.
- Experience working in multi-vendor environments (e.G., analyzers, automation lines, LIS, middleware).
- Excellent comunication skills and fluency in English (written and spoken) is mandatory.
- Be self-motivated, take initiative and be willing to lead technical presentations and discussions with affiliates and end-users in hosptials and laboratories.
- Customer-orientated background and able to work in a fast-paced environment.
Travel requirements:
- Available to travel internationally at least 25% of the time.
