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.
We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters are in Barcelona, Spain and our Technology Centers are located in the United States and Europe. Worldwide sales exceed €2.1 billion in 2023, and our workforce is more than 7,000 strong.
Overview
The aim of this role is to provide first-and second-line technical support to Werfen customers nationwide in relation to application, hardware, and IT issues.
The Technical Support Specialist will provide remote support, utilizing remote desktop access or video calling tools where available, in order to resolve customer issues or accurately diagnose faults prior to dispatch to the Field Service or Application teams. All support queries will be logged with sufficient detail to maintain visibility and accuracy of information.
The Technical Support Specialist will work in conjunction with all Technical Services staff to provide customer satisfaction, minimizing instrument downtime whilst preventing unnecessary on-site Service, Application and IT Field Support events. In addition, this role will work alongside other Werfen affiliates to ensure around-the-clock customer support is available. This is primarily an office-based role, with occasional travel under the direction of the Technical Support Manager.
Responsibilities
* Customer and colleague support by phone utilizing remote desktop access or video call where required to assist with Technical and IT based issues across all Werfen product lines.
* Ensure unresolved or persistent issues are escalated appropriately following internal escalation procedures.
* Record and report customer interactions, inquiries, comments, and complaints in TicketLine / SAP, with details of all actions taken, in line with departmental processes.
* Identify and assess customer needs to achieve satisfaction, suggesting solutions when a product malfunctions.
* Direct requests and unresolved issues to the designated internal resource to ensure proper customer service is being delivered.
* Reproduce customer-specific problems related to reagents/applications in headquarters.
* Notify Field Service and Account Manager staff of support activity occurring on their instrument base by electronic report.
* Assist with the coordination of external repair of equipment for Whole Blood hemostasis products.
* Assist with in-house demo/loan analyzer configuration and set-up.
* Assist with maintenance of the Service diary, detailing the daily planned activity and presence of Technical Services Staff.
* Assist with identification and order of instrument parts required for Field Service activity.
* Assistance with the generation of monthly/quarterly service logs and KPI reports.
* Provision of IT support for hardware and software connections to customers, using telephone and remote desktop to address connectivity issues with both Instrument end users and site IT professionals.
* Assist with compliance with and recording of evidence for Quality systems.
* Support customers with the correct use of Werfen instruments and reagents.
* Application and Hardware testing in-house to support other Werfen employees with troubleshooting and problem resolution.
* Provide assistance to the product groups with customer training and education.
* Provision of training to Account Managers, Application Specialists, and Field Service engineers as appropriate.
* Develop and maintain areas of expertise in product specialisms required for the role; sharing knowledge with the rest of the Technical Support team.
* Maintain and update technical documentation and knowledge base articles.
* Assist with ZIS and ZQ complaint management where required.
* Awareness of the Integrated Management System (covering Quality & information Security).
Qualifications
Minimum Knowledge & Experience required for the position
Bachelor's level degree or equivalent combination of education and experience in an IT, Technical or Support related field, with a minimum of 36 months employment experience post education.
* Min knowledge
* Understanding of or experience working with In-Vitro Diagnostics equipment.
* A good team working background in a customer focused role.
Experience with IT and networking is an advantage.
Skills & Capabilities
* Scientific, Engineering, and Technical proficiency.
* Ability to work effectively under pressure.
* Outstanding communication skills, both spoken and written.
* Efficient planning and organization capability.
* Interest in problem solving and issue identification.
* Keen attention to detail.
* Positive and helpful attitude.
* IT literacy.
Travel Requirements
Infrequent - UK based.
What we offer
Bonus Scheme
Private Healthcare - after qualifying period
Healthcare Cash Plan - after qualifying period
Pension scheme - employee contributions 6% and employer contributions 12%
Employee Assistance Program
25 days annual leave plus bank holidays.
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your CV.
Werfen appreciates and values diversity. We are an Equal Opportunity Employer.
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