Job Summary
Provide Instrument Service and Support to Werfen clients in the designated Area. Including but not limited to installation, de-installation, preventive maintenance, instrument failure diagnostics and repair, and instrument modification and upgrade activities.
Manage workflow, client interfacing and company reporting tasks in a diligent and timely manner using the processes, programs and systems implemented within the company.
Communicate and interact with other members and departments of the company by providing or requesting such information needed to enable best customer experience.
Key Accountabilities
•Service call programming, execution, and reporting.
•Repair parts stock control.
•Tools, diagnostic instrument, IT and communication devices required in company activity, use, and control of.
•Compliance with company processes and directives, following Ethic Code.
•Synergy with Sales and Marketing agents.
•Act autonomously and escalate any situation that may impact customer expectations.
•Assertive and clear communication with customers and co-workers.
Networking/Key relationships
Maintain proactive relationship with fellow FSEs, Help Line, Service Area Manager, Sales reps, TSS Technical Service Specialists, Product Line Application / Sales Managers, Service Front and Back-office members, logistic department coordinators and Clients.
Minimum Knowledge & Experience required for the position:
•Bachelor’s degree or equivalent technical qualifications in electrical/mechanical engineering or physical sciences.
•2 to 5 years of work experience in a service or technical department of high-end Life Sciences or medical capital equipment.
•Desirable to have data analysis skills, excel, pivot tables…
•Working knowledge and ability to test and troubleshoot electrical analog and digital circuits, computer hardware and a minimum of pneumatics experience.
•Fluent reading and writing English and be able to hold a basic technical conversation.
•Fluent Spanish language speaking and understanding.
•Driver license.
Skills & Capabilities:
oInterest and affinity for technical activities.
•Curious and eager to learn.
•Systemic, holistic and “hands on” approach.
•Proactive, organized and resolute.
•Oriented to customer service.
•Able to empathize to customer needs and expectations.
•Analytical skills
•IT skills
•Able to work on a multidisciplinary environment, dealing with electronics, mechanics, pneumatics, and Informatics.
Travel requirements:
Up to 10% 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.