IVD Diagnostics Support Specialist

Werfen; Madrid; Presencial; EUR 28.000 - 42.000; Jornada completa

Descripción de la vacante

Werfen in Madrid is seeking a HelpLine Application Support Specialist to provide technical and application support for instrumentation and assays related to core products. You will handle break/fix, configuration problems, troubleshooting guidance, and deep error investigations.

Most support is delivered by phone and remote access, facilitating quick, accurate solutions. The role requires collaboration with Sales, Field Service Engineers, and other units, with occasional travel within Spain;

Formación

• Bachelor’s degree in Biochemistry, Biology, or Health Sciences (or equivalent).
• Knowledge of Point of Care and blood gas devices.
• Solid understanding of laboratory techniques.
• Experience in technical and clinical support in Hemostasis is a plus.

Responsabilidades

• Interact with customers and colleagues via phone or electronic channels.
• Greet customers and determine inquiry nature.
• Provide scientific and technical support on IVD instruments and reagents.
• Offer accurate information to resolve issues and propose solutions.
• Work autonomously to maintain high customer satisfaction.
• Escalate issues to Field Service Engineers or Field Application Specialists when needed.
• Identify customer needs to ensure satisfaction.
• Organize workflows to meet response times.
• Support Sales with scientific input.
• Collaborate across departments to ensure proper service.
• Stay up-to-date with technical knowledge and training.
• Go the extra mile to engage customers and build trust.
• Prepare and distribute customer activity reports.
• Provide feedback on processes and suggest improvements.
• Follow Werfen’s communication protocols and policies.
• Comply with the company’s ethical code of conduct.

Conocimientos

Communication skills

Problem-solving

Customer-focused

Team collaboration

Time management

Technical writing

Fluent English

Educación

Bachelor’s degree in Biochemistry, Biology, or Health Sciences

Herramientas

Blood gas devices

Point-of-Care devices

IVD instruments

Descripción del empleo

Werfen in Madrid is seeking a HelpLine Application Support Specialist to provide technical and application support for instrumentation and assays related to core products. You will handle break/fix, configuration problems, troubleshooting guidance, and deep error investigations.

Most support is delivered by phone and remote access, facilitating quick, accurate solutions. The role requires collaboration with Sales, Field Service Engineers, and other units, with occasional travel within Spain;