The 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 Transfusion and Autoimmunity. 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.

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The 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.




This is a highly impactful position that directly contributes to customer satisfaction by providing efficient, effective, and timely solutions.
Key Accountabilities
- Interact directly with customers and colleagues via phone or electronic channels.
- Greet customers warmly and determine the nature of their inquiry.
- Provide scientific and technical support on IVD instruments and reagents.
- Offer accurate, complete, and relevant information to resolve technical or application-related issues, proposing solutions in case of product malfunction.
- Work autonomously and escape situations that may impact customer satisfaction.
- Refer issues to the Field Service Engineer (FSE) or Field Application Specialist (FAS) when on-site action is needed.
- Identify and assess customer needs to ensure high satisfaction. Organize workflows to meet response time expectations.
- Manage manufacturer complaints, offer appropriate alternatives or solutions, and follow up to ensure resolution.
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📌 Application Support Specialist (España)
🏢 Werfen
📍 España