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ACDx Service Support Specialist

2 mesi fa

Milano, Lombardia, Italia Werfen A tempo pieno

Position Overview

We are seeking a dedicated professional to join our team as a Service Specialist for ACDx. This role is pivotal in ensuring our partners receive exceptional support and training.

Key Responsibilities

  • Deliver comprehensive theoretical and practical training on instruments to EEMEA partners and relevant external stakeholders.
  • Provide both remote and on-site advanced technical support and troubleshooting for distributors, including assistance during initial installations.
  • Advise distributors and affiliates on enhancing their local service frameworks through a consultancy approach.
  • 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 concerns, including complaints and warranty parts management.
  • Adhere to established ISO guidelines and document Service Reports in SAP as necessary, following SOPs for the Service Department.
  • Collaborate with IT Specialists to provide technical assistance, ensuring the proper setup of hardware architecture, security, and remote connectivity for Werfen IT solutions.
  • Disseminate technical product updates to all relevant stakeholders and organize service meetings to align strategies and actions.
  • 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 advancements and best practices.
  • Keep the EEMEA Team informed about key service projects and initiatives, collaborating with internal representatives to support commercial strategies.

Networking and Key Relationships

This role requires close collaboration with:

  • Service and Application teams
  • Sales and Marketing departments
  • Logistics
  • External stakeholders within the service domain

Qualifications

Experience: A minimum of 3 years in a Service Department within a multinational organization, preferably in the IVD or Healthcare sector.

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

Skills:

  • In-depth technical knowledge relevant to the business unit.
  • Strong technical background with understanding of mechanical and electronic systems.
  • Proficient in IT, particularly in supporting the implementation and troubleshooting of Werfen's Middleware solutions.

Additional Skills:

  • Fluency in English.
  • Project Management capabilities.
  • Familiarity with SAP and Microsoft applications.

Core Competencies

  • Customer-focused approach
  • Effective communication skills
  • Adaptability and flexibility
  • Strong problem-solving abilities
  • Organizational skills
  • Team collaboration
  • Time management proficiency

Travel Requirements

Willingness to travel up to 50% of the time.

Core Competencies for Individual Contributors

  • Managing Work: Efficiently managing time and resources to complete tasks effectively.
  • Emotional Intelligence: Building and maintaining trusting relationships through accurate perception of emotions and behaviors.
  • Building Partnerships: Developing relationships across various work groups to achieve results.
  • Decision Making: Analyzing information to identify problems and opportunities, making informed decisions.
  • Continuous Improvement: Taking initiative to enhance existing processes and identify improvement opportunities.
  • Continuous Learning: Actively seeking new learning opportunities and applying new knowledge on the job.