Service Engineer

About WerfenWerfen 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. Worldwide sales exceed €1.84 billion in 2022, and our workforce is more than 7,000 strong.The positionThe Service Specialist EEMEA ensures an excellence level of service, consultancy and support to our partners and affiliates within the EEMEA area, by providing service training, technical product information updates, second level of technical support, troubleshooting and on-site activities on key strategic markets.The position reports to the Service Manager EEMEA.ResponsibilitiesProvide both theoretical and practical instrument service training to the EEMEA partners and other relevant external stakeholdersProvide remote and on-site second level of technical support and troubleshooting to distributors. Provide on-site service support to our partners for any first installation in their countries. Organize follow up visits to selected countries when requiredSupport distributors and affiliates with a consultancy approach in organizing and improving their local service structureAdopt and implement Corporate Service initiatives into the EEMEA regionSupport internal stakeholders on instruments technical requirementsAct as primary contact for the manufacturer on quality and performance issues, complaints, parts list maintenance and warranty parts returnsFollow defined ISO guidelines and enter Service Reports in SAP when required. Follow SOPs for Service DepartmentSupport IT Specialist on technical assistance, setting the hardware architecture, security and remote connectivity needed for the correct implementation of Werfen IT solutionsShare technical product information updates with all pertinent stakeholders. Organize service meetings and conference calls with our partners and affiliates to share information and align main services strategies and actionsRegularly upload and update internal communication channels with relevant documentation such as manuals, factory technical bulletins and other relevant materials and resources to technically support Distributors and AffiliatesAttend international meetings with Manufacturing Service Team to remain current on technical updates, best practices, Service Strategy and Corporate projectsKeep the EEMEA Team updated on key service projects, actions and initiatives. Cooperate with other internal representatives to support EEMEA and Company’s commercial strategy.QualificationsEducation: Master’s Degree in Biomedical Engineering or similar within the scientific/technological area.ExperienceExperience in the IVD and/or Healthcare sector is mandatory. Minimum 2 years of work experience in a Service Department in a multinational Company.Additional Skills/KnowledgeKnowledge of Autoimmunity is a plus.Minimum knowledge of mechanical and electronic.Knowledge of IT to support the implementation, training, and troubleshooting of middleware solutions is a plus.Project Management.English proficiency is a must.SAP and Microsoft knowledge.Skills & CapabilitiesFlexibility & adaptabilityAttitude to change and continuous improvementCustomer-centric approachCommunicationProblem SolvingOrganizational skills & Time ManagementTeamworking.Travel requirementsUp to 50% of working 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 M/F/D/V.