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.
Position SummaryResponsible for the overall level of competency, effectiveness and escalated support as it relates to Werfen instruments and systems for the North America Service & Support organization per the assigned Business Line, and/or System(s).
ResponsibilitiesMonitors Key Performance Indicators.Performs data analysis and reviews trends; communicates/presents findings.Initiate/executes action and business plans; lead cross-functional teams to drive corrective action to improve overall effectiveness, developing new and/or improved processes and documentation.Prepares and executes organizational business plans for new product introduction (and enhancements).Ensures organization readiness to support the product.Drives technical and effectiveness initiatives to meet North American Service & Support operational plan.Works closely with varying roles and levels of Commercial Operations Management to communicate and assist the specific needs for technical and business related escalated customers and employee situations.Supports Sales and Marketing promotional activities as required such as Customer User Group Training Seminars, Trade Shows and Marketing Roadshows.Identifies & assesses training needs of commercial employees and customers through proactive engagement with internal stakeholders.Delivers training programs & instructional materials for employees, utilizing a blended learning approach consisting of classroom training, field-based training and e-learning.Provides direct oversight of performance and capabilities of systems. Reports status regularly to the Commercial Operations Management.Drives opportunity for improvement and enhancements.Responsible to observe, assess Service & Support staff from a technical perspective; assist management to create improvement plans and execute mentoring.Field Based Roles: Provides direct oversight, management and action planning of escalated customers and unresolved instrument issues. On-site visits with local Field Service as required.
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