Product Line Support Group Leader - Autoimmunity Diagnostics | National

Werfen

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.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Job Summary

Responsible for a Specialized Service team with an emphasis on standardization, accuracy and quality that drives team performance and ensures the delivery of world class customer service. The Product Line Support Group Leader provides operational direction, drives field service technical competency, escalation management resolution, and promotes a culture of continuous improvement.

Key Accountabilities

• Provide leadership, support, and oversight to a team of field service engineers, ensuring they deliver exceptional service to customers across North America.
• Monitor Key Performance Indicators; Set clear objectives for team, regularly reviewing performance and implementing necessary improvements to ensure success.
• Create and implement standardized processes; Drive technical and effectiveness initiatives to meet North American Service & Support operational plan.
• Responsible to observe and assess North America Service & Support staff from a technical perspective; assist management to create improvement plans and execute monitoring.
• Provide direct oversight, management and action planning of escalated customers and unresolved instrument issues. Onsite visits with local Field Service and/or direct staff as required.
• Provide direct support to Field Service Engineers to diagnose, analyze, troubleshoot, and fault isolate instrument symptoms and issues to determine failure and provide direction to implement corrective action.
• Maintain expert knowledge of current Werfen products, field service, technical support and application practices through cross functional internal networking, field travel, self-study and continuing education.
• Responsible for complying with all applicable Quality and Regulatory requirements, mandated policies, procedures, work instructions, and records, ensuring all records are compliant, complete, and accurate.
• Creates, communicates, and distributes innovative technical content to ensure North America Service & Support staff remains competent on product.
• Performs other duties and responsibilities as assigned.

Networking/Key relationships To be determined based on department needs, to include interactions such as:

• North America Commercial Operations
• WorldWide Marketing & Service
• Finance
• Client Services
• Quality and Regulatory Asusrance
• Research & Development

Minimum Knowledge & Experience required for the position:

• Associates Degree in Electronics, Biomedical Engineering, Medical Technology, or related industry training required.
• Minimum 7 years of experience in a service, support, or similar role within a healthcare customer-facing or support environment, including a minimum of 2 years in a leadership position preferred.
• Working knowledge of Laboratory Information Systems, Data Management Solutions, and network connectivity.
• Working knowledge of personal computers and Windows Operating Systems; legacy up to current version.

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the requirements for years of experience.

Skills & Capabilities:

• Strong decision making skils, with the ability to align group activities with overall business objectives.
• Advanced organizational and time management skills; ability to mulit-task, work under pressure and exercise good judgement.
• Strong communication and cross-functional skills; ability to work in a team environment, collaborating with colleagues to drive and achieve business goals.
• Outstanding attention to detail.
• Ability to convey complex theories and procedures to functional practice and understanding to a varying audience.
• Basic leadership & mentorship skills; Conflict Resolution
• Must consistently demonstrate and be an ambassador of our Werfen Values

Travel requirements: Field based; Up to 80% overnight travel.

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com