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Service Specialist Hemostasis

2 mesi fa

Milano, Lombardia, Italia Werfen A tempo pieno

About the Position

Job Summary

The Service Specialist EEMEA is responsible for delivering exceptional service, consultancy, and support to our partners and affiliates within the EEMEA area. This role involves providing service training, technical product information updates, second-level technical support, troubleshooting, and on-site activities on key strategic markets.

Key Accountabilities

  • Provide theoretical and practical instrument service training to EEMEA partners and external stakeholders.
  • Offer remote and on-site second-level technical support and troubleshooting to distributors, as well as on-site service support for first installations in their countries.
  • Support distributors and affiliates with a consultancy approach to organize and improve their local service structure.
  • Adopt and implement Corporate Service initiatives into the EEMEA region.
  • Support internal stakeholders on instrument technical requirements.
  • Act as the primary contact for the manufacturer on quality and performance issues, complaints, parts list maintenance, and warranty parts returns.
  • Follow defined ISO guidelines and enter Service Reports in SAP when required. Follow SOPs for the Service Department.
  • Support the IT Specialist on technical assistance, setting up hardware architecture, security, and remote connectivity for the correct implementation of Werfen IT solutions.
  • Share technical product information updates with relevant stakeholders. Organize service meetings and conference calls with partners and affiliates to share information and align main services strategies and actions.
  • Regularly upload and update internal communication channels with relevant documentation, such as manuals, factory technical bulletins, and other resources to support distributors and affiliates.
  • Attend international meetings with the Manufacturing Service Team to stay current on technical updates, best practices, Service Strategy, and Corporate projects.
  • Keep the EEMEA Team informed on key service projects, actions, and initiatives. Collaborate with other internal representatives to support EEMEA and Company's commercial strategy.

Networking/Key Relationships

This position has strong relationships with:

  • Other Service and Application positions
  • Sales
  • Marketing
  • Logistics
  • All external stakeholders involved in their area of responsibility.

Minimum Knowledge & Experience Required


• Education: Master's Degree in Engineering, Biomedical Engineering, or a similar field within the scientific/technological area.


• Experience:

  • Minimum of 2 years of work experience in a Service Department in a multinational Company. Experience in the IVD and/or Healthcare sector is required. Specific technical knowledge for the Business Unit of responsibility. Minimum knowledge of mechanical and electronic. Knowledge of IT to support the implementation, training, and troubleshooting of middleware solutions is a plus.


• Additional Skills/Knowledge:

  • Language: English proficiency is a must. Project Management, SAP, and Microsoft knowledge.

Skills & Capabilities

The ideal candidate for this position will exhibit the following skills and competencies:


• Customer-centric approach


• Communication


• Flexibility


• Problem Solving


• Organizational skills & Time Management


• Teamwork

Travel Requirements


• Up to 50% of time