Associate Field Service Specialist

Introduction

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.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Overview

Job Summary

The Associate Field Service Specialist builds and maintains relationships with customers to retain North American customer install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets.

Candidates with previous experience in field service focused on complex medical device and/or laboratory diagnostic instruments will be strongly considered.  Other professions of interest would be candidate from a hospital or reference lab (MLT, MT, Etc.) that have experience with the preventative maintenance, troubleshooting of diagnostic instruments. We will also strongly consider candidates with military experience working on complex systems.

Responsibilities

Key Accountabilities

• Provides customer support with routine on-site visits to perform and complete installations, cost effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
• Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
• Escalates and communicates unresolved technical issues.
• Acts as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
• Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention.
• Advises customers regarding the proper orientation, maintenance and troubleshooting of Werfen instruments and systems.
• Collaborate and communicate with all Commercial Operations colleagues such as the Sales and Applications roles, sharing customer situations, product information and lead generations.
• Promotes service contracts and follows-up on service contract renewal through customer relationships.
• Ensures compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions and records. And responsible for documenting, professional, complete, and accurate service records, and activities in a customer facing service report in a timely manner.
• Responsible for the oversight, optimization and accuracy of assigned Service Inventory.
• Follows company travel/expenditure and time reporting guidelines, timely submission of expense and time reporting.
• Performs other duties and responsibilities as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key Relationships

To be determined based on department needs, to include interactions such as:

• North America Commercial Operations
• Client Services
• Strategic Business Unit: World Wide Service

Qualifications

Minimum Knowledge & Experience for the position:

• Education: Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
• Experience: Minimum of 1 year of experience in a technical/support role (industry, military and/or customer facing).
• Working knowledge of personal computers and Windows Operating systems; legacy up to current version.
  • Ability to participate in rotational on-call coverage to provide support as required.
  • Ability to work extended and flexible workdays to ensure customer interactions are resolved.
  • Basic knowledge of Microsoft Office 365 preferred.

Skills & Capabilities:

• Solid Organizational and Time Management Skills | Ability to Multi-Task | Work Under Pressure | Exercise Good Judgement
• Ability to communicate effectively to/with a variety of audiences: customers, peers, management.
• Technically and process oriented.
• Ability to work independently, managing assigned territory with moderate direction to achieve daily goals.
• Ability to work in a team environment, collaborate with colleagues to achieve Area(s) and National goals.
• Ability to lift up to 50 lbs.

Travel requirements:

• Up to 90% travel to cover assigned territory.
• Up to 30% of overnight travel. Variable based on assigned territory.
• Valid driver’s license required.

The annual base salary range for this role is currently $32/hr. to $40/hr. range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

This role is eligible for health insurance, RRSP plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.

Closing

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact [email protected] for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com