Overview
Job Summary
Reporting to Global Systems Support Group Manager, will be responsible for providing technical support for the Werfen AID products. The System support manager will be responisble for providing support to the Buisness unit, Affiliates, and Customers worldwide. The Primary area of focus will be in Europe and EEMEA but global travel will be required.
Responsibilities
Key Accountabilities
1. To be the intermediary between software/hardware developers and the company stakeholders, during product/software development and launching.
2. Conduct training for Werfen Autoimmunity applications and services. Training of customers and product demonstrations to external and internal customers as needed.
3. Provide telephone, email, and on-site technical support as requested
4. Be the subject matter expert for escalated troubleshooting, product investigations and global service improvements
5. GSS representative in meetings related instrument line projects, these can extend into work hours that support the US PST and EST zones.
6. Participate in industry conferences and set up and breakdown at trade shows (EU, EEMEAI).
7. Draft documents and reports when it is needed. Collaberate with department collueges, global affilates, OEM partners and customers to minimize downtime and interruptions of the equipment.
8. Ensure proper communication and documentation of product claims based on SOP and FDA regulations.
9. Support key buisness needs for Werfen AID.
Networking/Key relationships
This position requires cooperation with:
10. Werfen Clinical Software: To provide them field feedback experience and to execute internal tests on interim software versions or during software development/validation.
11. Quality Assurance: to coordinate equipment and facilities qualifications
12. Technical Support: to support them with escalated support request
13. Werfen Affiliates/Distributors:To provide escalated support remotely, in-house installations and deep troubleshootingTo provide in-house support for instrument evaluation during product launchesTo organize calls/focus group meetings for product development and improvements
Qualifications
Minimum Knowledge & Experience required for the position:
Education:
14. Required: Bachelor's degree (Diplomatura) in Mechanical, Electrical, Electronic, Biomedical and/or Chemical Engineering.
15. Degree may be substituted by relevant skills and work experience
16. Reading and interpretation of documents such as safety standards, operating and maintenance instructions, technical documents, procedures manuals and SOPs.
17. Valuable: Ability to perform chemiluminescence immunoassays procedures or solid phase chemistry – ideally the candidate will come from in vitro diagnostic companies or manufacturers of machinery.
Experience:
18. Required: 3 years in a similar position
19. Adavanced knowledge in IFA, EIA technology perfered.
Additional Skills/Knowledge:
20. Software: Fluency in Office Tools (Excel & Word), Valuable Basic knowledge in SAP
21. Language: Fluency in Spanish. Advanced knowledge of English (reading and speaking)
22. Standards: Knowledge in programming, developing bat files, etc
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and capabilities:
23. Management of decisions under pressure.
24. Methodical and well-organized person.
25. Teamwork
26. Analytical skills to troubleshoot Biomedical devices
27. A good understanding of Autoimmunity – Diseases & Biomarkers
28. Time management skills
29. Ability to express information clearly and concisely to the developers, colleagues and customers, ensuring their understanding.
30. Ability to apply a systematic approach and constant control, follow-up and maintenance of the scheduled & assigned tasks
31. Ability to collaborate, participate and coordinate actively with working groups
32. Reflects values of Werfen in the quality of work and working relationship
Travel requirements:
Up to 35% of time.
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer