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Hemostasis Service Consultant

2 mesi fa

Milano, Lombardia, Italia Werfen A tempo pieno

Overview

The Service Specialist for Hemostasis plays a crucial role in delivering exceptional service and support to our partners and affiliates across the EEMEA region. This position focuses on providing comprehensive training, technical updates, and advanced troubleshooting to ensure optimal performance of our products.

Key Responsibilities

  • Deliver both theoretical and hands-on training on instrument services to EEMEA partners and relevant external stakeholders.
  • Offer remote and on-site advanced technical support and troubleshooting to distributors, including initial installation assistance and follow-up visits as necessary.
  • Advise distributors and affiliates with a consultative approach to enhance their local service operations.
  • Implement Corporate Service initiatives effectively within the EEMEA region.
  • Assist internal teams with technical requirements related to instruments.
  • Serve as the primary liaison for the manufacturer regarding quality and performance issues, managing complaints, parts lists, and warranty returns.
  • Adhere to established ISO guidelines and document service reports in SAP as required, following standard operating procedures for the Service Department.
  • Collaborate with IT specialists to provide technical assistance, ensuring proper hardware architecture, security, and remote connectivity for Werfen IT solutions.
  • Disseminate technical product updates to all relevant stakeholders and organize service meetings and conference calls to align on service strategies.
  • Regularly update internal communication platforms with essential documentation, including manuals and technical bulletins, to support distributors and affiliates.
  • Participate in international meetings with the Manufacturing Service Team to stay informed on technical updates, best practices, and corporate projects.
  • Keep the EEMEA team informed about key service initiatives and collaborate with internal representatives to support the commercial strategy.

Networking and Key Relationships

This role requires strong collaboration with:

  • Other Service and Application roles
  • Sales and Marketing teams
  • Logistics
  • External stakeholders within the area of responsibility

Minimum Qualifications

Education: Master’s Degree in Engineering, Biomedical Engineering, or a related scientific/technological field.

Experience:

  • A minimum of 2 years of experience in a Service Department within a multinational company, preferably in the IVD or Healthcare sector. Specific technical knowledge relevant to the business unit is essential, along with a foundational understanding of mechanical and electronic systems. Familiarity with IT solutions for middleware implementation, training, and troubleshooting is advantageous.

Additional Skills/Knowledge:

  • Proficiency in English is required.
  • Knowledge of Project Management, SAP, and Microsoft applications.

Skills and Competencies

The ideal candidate will demonstrate the following:

  • Customer-centric mindset
  • Strong communication abilities
  • Adaptability and flexibility
  • Effective problem-solving skills
  • Organizational and time management capabilities
  • Team collaboration skills

Travel Requirements

Willingness to travel up to 50% of the time.