Benelux Technical Service Lead — Elevate Diagnostics

Werfen; United States; Hybrid; USD 80,000 - 100,000; Full time

Job summary

Werfenlife SA. is seeking a Technical Service Team Lead based in the United States. In this role, you will independently resolve complex technical issues, provide support and training to Field Service Engineers, and ensure compliance with quality standards.

The ideal candidate will have a Master's or Bachelor's degree in Industrial Engineering, experience of 5-10 years, and fluency in French, Dutch, and English. The position requires strong leadership and problem-solving capabilities.

Qualifications

• 5-10 years of total work experience in a technical environment.
• Fluency in French, Dutch, and English.
• Ability to lead and motivate teams.

Responsibilities

• Resolve complex technical malfunctions related to diagnostic equipment.
• Provide in-depth technical support to customers and Field Service Engineers.
• Develop and deliver technical training for colleagues.
• Ensure compliance with quality standards in all technical activities.

Skills

Project management

Problem-solving

Communication

People-oriented

Knowledge of regulations

Interpersonal skills

Education

Master's or Bachelor's in Industrial Engineering or comparable

Tools

SAP

Job description

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.

Overview

As a Technical Service Team Lead, you are the first level escalation in BeNeLux for solving complex technical problems within the Benelux Service organization. You serve as the technical point of contact for both internal and external stakeholders and actively contribute to process improvement, knowledge sharing, and innovation. You have a strong technical background and are able to analyze and resolve technical issues independently and as part of a team. Additionally, you play a key role in coaching and developing team members.

Responsibilities

Key Accountabilities

Technical Problem Solving:

• Independently and collaboratively resolve complex technical malfunctions and issues related to diagnostic equipment and systems. Act as the escalation point for technical issues that cannot be resolved by Field Service Engineers. Follow up on all relevant KPI’s for the performance of the technical team (IFR, MTBF, MTTR, WeListen,...)

Technical Support & Advice:

• Provide in-depth technical support to customers, Field Service Engineers, and other departments. Advise on technical improvements and optimizations.

Knowledge Sharing & Training:

• Develop and deliver technical training for colleagues. Keep training materials up to date in collaboration with the SBU’s and other relevant departments.

People Management:

• Guide, coach, and motivate team members. Support onboarding and development of new employees. Foster a culture of collaboration and continuous improvement.

Quality Assurance & Compliance:

• Ensure compliance with quality standards and regulations in all technical activities. Represent the technical team during Quality Audits. Document procedures, incidents, and improvement actions. (CAPA)

Cross-functional Collaboration:

• Work closely with other departments such as Sales, Application, and Digital Solutions to translate customer needs into technical solutions and product improvements.
• Assure planning and helpline back-up in case of absence of the TS Coordinator.

Networking

Internal:

FSE Team: Lead and manage the Technical Service team (FSE), foster a collaborative and innovative team culture, ensuring continuous professional development and effective project delivery.

Department Heads and Managers: Work closely with Operations Director, Marketing , Sales, Regulatory Affairs, Quality Assurance and Applications Manager to ensure all installations meet their specific needs and objectives. Facilitate cross-departmental collaboration for seamless project execution and innovation.

Regulatory and Compliance Team: Ensure all installations comply with industry regulations and standards. Collaborate on regulatory submissions and audits to maintain compliance.

Finance and Procurement: Work with the finance team to develop and manage budgets for Technical Service

Customer Service and Support: Collaborate to enhance customer experience and address technical issues promptly.

External:

Customers and end users: Maintain strong relationships with customers to understand their needs, gather feedback, and ensure satisfaction. Go on site when necessary.

Vendors and Technology Partners: Manage relationships with external vendors and technology partners to ensure the delivery of high-quality digital products and services.

Negotiate contracts and service level agreements to meet the company’s requirements.

Consultants and Contractors: If applicable, oversee the work of external consultants and contractors. Ensure their contributions align with project goals and company standards.

Cross-Functional Project Teams: Form and lead cross-functional teams for specific projects, including members from various departments. Facilitate effective communication and collaboration among team members to ensure project success.

Qualifications

Minimum Knowledge & Experience required for the position

Education/Experience:

University and / or other industry-specific Master or Bachelor

Completed studies in the field of "Industiral Engineering" or comparable studies

Total work experience of 5-10 years

Knowledge of SAP is a plus

Language Fluency: French, Dutch, and English.

Skills & Capabilities

• Project management, Organizational and planning skills
• Problem-solving skills and Advanced Decision-making
• Communication and listening skills
• People and customer oriented
• Knowledge of relevant regulations and standards.
• Ability to lead and motivate teams.
• Skills in fostering a collaborative and innovative team environment.
• Strong interpersonal skills to build and maintain customer relationships.
• Familiarity with diagnostic technologies and trends.
• Skills in managing organizational change and ensuring successful adoption.
• Ability to allocate resources effectively and maximize ROI.

Travel Requirements

An ability to travel extensively within the Benelux. This role is home based but needs presence at customer sites across the region when required.

The position requires travelling abroad Benelux to participate in trainings, International meetings and Congresses when requested (expected < 10% of the 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.