ppThe primary responsibility of this role is to provide technical and application support for instrumentation and assays related to our core products and Business Units. The role covers products within bAcute Care Diagnostics and Point of Care /b. Key tasks include addressing break/fix issues, resolving configuration problems, and guiding customers through troubleshooting steps. Additionally, the role involves conducting in-depth error investigations to resolve issues before escalating them to Application Specialists or Field Service Engineers. /p pThe HelpLine Application Support Specialist must demonstrate excellent verbal and written communication skills, as the role interacts with a wide range of stakeholders, primarily from the clinical field, but also commercial, technical, and managerial profiles. Support is delivered mainly via phone and remote access tools. /p pThis is a highly impactful position that directly contributes to customer satisfaction by providing efficient, effective, and timely solutions. /p h3Key Accountabilities /h3 ul liInteract directly with customers and colleagues via phone or electronic channels. /li liGreet customers warmly and determine the nature of their inquiry. /li liProvide scientific and technical support on IVD instruments and reagents. /li liOffer accurate, complete, and relevant information to resolve technical or application‑related issues, proposing solutions in case of product malfunction. /li liWork autonomously and elevate situations that may impact customer satisfaction. /li liRefer issues to the Field Service Engineer (FSE) or Field Application Specialist (FAS) when on‑site action is needed. /li liIdentify and assess customer needs to ensure high satisfaction. Organize workflows to meet response time expectations. /li liManage manufacturer complaints, offer appropriate alternatives or solutions, and follow up to ensure resolution. /li liSupport the Werfen Sales Department with scientific and technical input. /li liCollaborate with other departments, involving the right specialists to ensure proper customer service.



/li liKeep up to date with technical knowledge and skills. /li liAttend scientific and technical training sessions, both internal and external. /li liGo the extra mile to engage customers and build long‑term trust through open, interactive communication. /li liPrepare and distribute customer activity reports. /li liProvide feedback on customer service processes and suggest improvements. /li liFollow Werfen’s communication protocols, guidelines, and corporate policies. /li liComply with the company’s ethical code of conduct. /li /ul h3Networking/Key relationships /h3 pThis position requires strong collaboration with various departments and Business Units. Due to the wide product portfolio supported by HelpLine, staying up to date on technologies and processes is critical. Key stakeholders include: /p ul liProduct Specialists, Product Managers and BU/BL Managers. /li liKey Account Managers and Field Application Specialists. /li liIT Operations (LIS and Middlewares) /li liCorporate Supply Chain / Customer Service. /li liQA/RA Department (internal) /li liIT Corporate (internal) /li /ul h3Minimum Knowledge Experience required for the position: /h3 ul liBachelor’s degree in Biochemistry, Biology, or Health Sciences (or equivalent). /li liKnowledge of Point of Care and blood gas devices. /li liSolid understanding of laboratory techniques. /li liExperience in technical and clinical support in Hemostasis will be a plus. /li /ul h3Skills Capabilities: /h3 ul liSelf‑motivated, responsible, and capable of working independently. /li liProblem‑solving mindset, with strong analytical and decision‑making skills. /li liAbility to stay calm under pressure and work effectively in a team. /li liExcellent communication skills,



both written and spoken. /li liStrong organizational and planning abilities. /li liDetail‑oriented, with a proactive and customer‑focused approach. /li liPositive and helpful attitude. /li liTeam player with good interpersonal skills. /li liModerately extroverted, optimistic, and enthusiastic personality. /li liProven customer support and telephone skills. /li liFluency in Spanish; knowledge of additional local languages (Catalan, Basque, or Galician) is a plus. /li liSolid English skills, sufficient for reading, understanding, and drafting technical content. /li /ul pOccasional travel (up to 10–20%), mainly within Spain, for training sessions and occasional customer visits. /p h3Managing Work /h3 pEffectively managing one’s time and resources to ensure that work is completed efficiently. /p pEstablishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results. /p h3Building Partnerships /h3 pDeveloping and leveraging relationships within and across work groups, including cross‑functional groups, to achieve results. /p h3Decision Making /h3 pIdentifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences. /p pOriginating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions. /p pActively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. /p /p #J-18808-Ljbffr

📌 Application Support Specialist-Transfusión & Autoinmunidad (España)
🏢 Werfen
📍 España