Technical Support Transplant Europe – Workflow Consulting

Werfen; Arbo; Presencial; EUR 70.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Descripción de la vacante

Werfen seeks an experienced technical application support professional to strengthen our Transplant solutions across Europe. The role blends second‑level troubleshooting with workflow consulting, LEAN‑driven projects, and development of tools and training for affiliates.

You will contribute to faster turnaround times and elevated customer support across the region. Responsibilities include supporting pre‑ and post‑sales activities, testing, CAPAs where appropriate, and delivering value through

Formación

• Advanced degree in Biomedical Sciences or related field, with transplant specialization preferred.
• Experience with healthcare workflows and process improvement (LEAN/Six Sigma).
• Background in software, connectivity, or IT tools for technical support.
• Minimum 5 years in technical or application support, workflow consulting, or IT support in healthcare or labs.
• Strong analytical, documentation, and presentation skills.

Responsabilidades

• Provide second‑level technical, scientific and application support for Transplant portfolio across Europe.
• Lead workflow assessments and LEAN‑based improvement projects to optimize TAT.
• Develop workflow tools, training materials, and best practices for affiliates.
• Support pre‑sales and post‑sales activities with product demonstrations and onboarding.
• Promote customer support excellence and ensure alignment across regional teams.

Conocimientos

English fluent

Communication

Project management

LEAN/Six Sigma

Technical support

IT troubleshooting

Workflow analysis

Laboratory processes

Educación

Advanced degree in Biomedical Sciences or related

HLA/ histocompatibility/ transplant specialization

Herramientas

BI dashboards

AI-assisted tools

Healthcare software platforms

Connectivity solutions

Descripción del empleo

Job Summary

This role provides advanced technical application support and workflow consulting to strengthen the operational value of Werfen's transplant solutions across the region. The role combines second‑level technical support with strong knowledge of digital platforms and IT‑related troubleshooting to assist affiliates in pre‑sales and post‑sales activities. It leads workflow assessments and LEAN‑based improvement projects to help laboratories enhance efficiency and turnaround time. The position also develops tools, training materials, and best practices to empower affiliates. Ultimately, it contributes to elevating customer support excellence across Europe.

Key Accountabilities

1.Technical & Application Support

• Act as second‑level technical, scientific, and application support for the Transplant portfolio across all European affiliates, providing advanced guidance and troubleshooting expertise.
• Provide backup support to the IT Tech Support Specialist when IT‑related troubleshooting, connectivity, interfaces, or system behavior analysis is required.
• Manage complaint and non‑complaint cases for all products within the Transplant portfolio, ensuring thorough investigation, effective resolution, and accurate documentation. Manage and coordinate testing activities within the Customer Satisfaction Lab.
• Support affiliates in pre‑sales and post‑sales activities, offering technical expertise for product demonstrations, evaluations, and customer onboarding.
• Initiate and monitor corrective and preventive actions (CAPAs) where appropriate, ensuring timely implementation.
• Maintain continuous communication with affiliates to ensure consistent technical and commercial alignment.
• Enhance Customer Support Excellence by promoting best practices, tools, and standardized processes across the region.
• Contribute to User Acceptance Testing (UAT) for new product releases, ensuring readiness for launch.

2.Workflow Consulting

• Develop a deep understanding of all the steps of transplant management procedures and laboratory operations, including processes, resource allocation, bottlenecks, and turnaround time (TAT) optimization.
• Conduct workflow assessments to analyze patient management and laboratory performance and identify opportunities for efficiency, productivity, and operational improvement.
• Design and support LEAN‑based improvement projects, helping laboratories reduce waste, optimize TAT, and enhance end‑to‑end workflow performance.
• Translate workflow analysis into clear deliverables such as project proposals, operational value demonstrations, business impact reports, and best‑practice recommendations.
• Deliver project presentations to customers.
• Create workflow‑focused tools, documentation, and training materials for affiliates to use in their customer interactions.
• Train affiliates on workflow methodologies, LEAN principles, and operational value positioning to support their effectiveness in the field.
• Participate in customer engagements to demonstrate the operational and efficiency impact of Werfen solutions to overall improve patient management.
• Benchmark solutions and practices from competition and ensures Werfen is always ahead in terms of lab consulting and can use it as a differentiating lever.

3.IT & Digital Solutions Expertise

• Support affiliates with Werfen's Transplant digital and IT solutions, including software platforms, BI dashboards, AI‑powered tools, connectivity solutions, and data management systems.
• Act as the regional expert and ambassador for digital and IT solutions, helping affiliates maximize adoption, utilization, and value in both pre‑sales and post‑sales contexts.
• Assist with digital troubleshooting and integrations, ensuring smooth performance of software, connectivity, and interfaces.
• Identify opportunities for enhancements or new digital capabilities based on customer needs, workflow challenges, and technical insights. Communicate to the Strategic Business Unit.
• Collaborate in training affiliates on digital tools, features, workflows, and value‑based positioning to strengthen their technical and commercial activities.

Networking/Key relationships

• Support Transplant Europe Team
• European Affiliates:
• Local Helpline
• Technical teams (FSS, Service, IT)
• Commercial teams
• Marketing Teams
• Global Support Engineers (GSE)
• Quality Assurance and Regulatory Affairs
• Strategic Business Unit
• Market and Health Innovation Access
• Scientific Affairs
• Other Business Units
• Customers

Minimum Knowledge & Experience required for the position

• Education & Experience
• Advanced degree in Biomedical Sciences, Immunology, or related field; specialization in HLA / histocompatibility / transplant highly preferred.
• Solid experience working with healthcare system and laboratory workflows, process improvement methodologies, or operational efficiency projects (LEAN, Six Sigma, or equivalent preferred).
• Experience supporting software, connectivity, digital platforms, or IT tools in a technical or application support context.
• Minimum 5 years of experience in Technical or Application Support, Workflow Consulting, IT support, or similar customer‑facing roles in IVD, medical devices, health IT, healthcare or laboratory environments.
• Technical Competence
• Strong knowledge of technical application support, troubleshooting, system configuration, and user guidance.
• Proficient in complaint management systems and customer satisfaction testing.
• Ability to analyze healthcare and laboratory workflow processes, identify bottlenecks, and propose improvement actions based on LEAN or similar methodologies.
• Ability to translate technical or workflow insights into clear documentation, tools, and value‑focused materials for affiliates.
• Good understanding of IT fundamentals: connectivity, interfaces, client-server architectures, software behavior, and data workflows in healthcare and laboratory environments.
• Experience with digital tools, BI dashboards, AI‑assisted functionalities, or software‑based diagnostic solutions.
• Core Skills
• Strong analytical and problem‑solving abilities, with the capacity to understand complex workflows, systems, and customer environments.
• Excellent communication and interpersonal skills, able to interact effectively with affiliates, customers, and cross‑functional teams.
• Solid presentation and training skills, with the ability to develop and deliver technical and workflow content to internal and external audiences.
• High level of customer orientation, with a strong commitment to Customer Support Excellence.
• Proactive, curious, and innovation‑driven, able to identify opportunities for improvement and propose practical solutions.
• Strong organizational and project management skills, capable of managing multiple tasks and priorities in a European, multi‑affiliate context.
• Languages:
• English fluent
• French, German, Spanish, Italian, Portuguese or Dutch are valuable

Skills & Capabilities:

• Business Acumen
• Effective team‑player
• Ability to work independently managing assigned projects
• Presentation skills
• Customer Focus
• Excellent oral and written communication skills
• Creativity
• Organizational Agility
• Ability to build strong business relationships
• Planning
• Drive for Results

Travel requirements:

• Up to 50% of time
• Location: Flexible within Europe.
• Territory:
• Europe
• Others, occasionally due to business activity

Individual Contributor Core Competencies:

Managing Work

Effectively managing one's time and resources to ensure that work is completed efficiently.

Emotional Intelligence Essentials

Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one's behavior matches one's values and delivers intended results.

Building Partnerships

Developing and leveraging relationships within and across work groups, including cross‑functional groups, to achieve results.

Decision Making

Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

Continuous Learning

Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.