Service Specialist Hemostasis

2 settimane fa


Milano, Lombardia, Italia Werfen A tempo pieno

About the Role

The Service Specialist EEMEA ensures an excellence level of service, consultancy and support to our partners and affiliates within the EEMEA area, by providing service training, technical product information updates, second level of technical support, troubleshooting and on-site activities on key strategic markets.

Key Responsibilities

  1. Provide theoretical and practical instrument service training to EEMEA partners and other relevant external stakeholders.
  2. Offer remote and on-site second level of technical support and troubleshooting to distributors, as well as on-site service support for first installations in their countries.
  3. Support distributors and affiliates in organizing and improving their local service structure with a consultancy approach.
  4. Implement Corporate Service initiatives into the EEMEA region.
  5. Collaborate with internal stakeholders on technical requirements for instruments.
  6. Act as primary contact for quality and performance issues, complaints, parts list maintenance, and warranty parts returns for the manufacturer.
  7. Follow defined ISO guidelines and enter Service Reports in SAP when required.
  8. Support IT Specialist on technical assistance, hardware architecture, security, and remote connectivity for Werfen IT solutions.
  9. Share technical product information updates with stakeholders and organize service meetings and conference calls to align main services strategies and actions.
  10. Regularly update internal communication channels with relevant documentation, such as manuals, factory technical bulletins, and other resources to support distributors and affiliates.
  11. Attend international meetings with the Manufacturing Service Team to stay updated on technical updates, best practices, Service Strategy, and Corporate projects.

Essential Skills and Experience

  • Master's Degree in Engineering, Biomedical engineering, or similar within the scientific/technological area.
  • Minimum 2 years of experience in a Service Department in a multinational Company, with experience in the IVD and/or Healthcare sector required.
  • Specific technical knowledge for the Business Unit of responsibility and minimum knowledge of mechanical and electronic systems.
  • Knowledge of IT to support the implementation, training, and troubleshooting of middleware solutions is a plus.
  • English proficiency is a must, and SAP and Microsoft knowledge is required.


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