Descripción de la oferta
Job SummaryThis role provides advanced technical application support and workflow consulting to strengthen the operational value of Werfen’s transplant solutions across the region. The role combines second-level technical support with strong knowledge of digital platforms and IT-related troubleshooting to assist affiliates in pre-sales and post-sales activities. It leads workflow assessments and LEAN-based improvement projects to help laboratories enhance efficiency and turnaround time. The position also develops tools, training materials, and best practices to empower affiliates. Ultimately, it contributes to elevating customer support excellence across Europe.Key Accountabilities1.Technical & Application SupportAct as second-level technical, scientific, and application support for the Transplant portfolio across all European affiliates, providing advanced guidance and troubleshooting expertise.Provide backup support to the IT Tech Support Specialist when IT-related troubleshooting, connectivity, interfaces, or system behavior analysis is required.Manage complaint and non-complaint cases for all products within the Transplant portfolio, ensuring thorough investigation, effective resolution, and accurate documentation. Manage and coordinate testing activities within the Customer Satisfaction Lab.Support affiliates in pre-sales and post-sales activities, offering technical expertise for product demonstrations, evaluations, and customer onboarding.Initiate and monitor corrective and preventive actions (CAPAs) where appropriate, ensuring timely implementation.Maintain continuous communication with affiliates to ensure consistent technical and commercial alignment.Enhance Customer Support Excellence by promoting best practices, tools, and standardized processes across the region.Contribute to User Acceptance Testing (UAT) for new product releases, ensuring readiness for launch.2.Workflow Consulting Develop a deep understanding of all the steps of transplant management procedures and laboratory operations, including processes, resource allocation, bottlenecks, and turnaround time (TAT) optimization.Conduct workflow assessments to analyze patient management and laboratory performance and identify opportunities for efficiency, productivity, and operational improvement.Design and support LEAN-based improvement projects, helping laboratories reduce waste, optimize TAT, and enhance end-to-end workflow performance.Translate workflow analysis into clear deliverables such as project proposals, operational value demonstrations, business impact reports, and best-practice recommendations.Deliver project presentations to customers.Create workflow-focused tools, documentation, and training materials for affiliates to use in their customer interactions.Train affiliates on workflow methodologies, LEAN principles, and operational value positioning to support their effectiveness in the field.Participate in customer engagements to demonstrate the operational and efficiency impact of Werfen solutions to overall improve patient management.Benchmark solutions and practices from competition and ensures Werfen is always ahead in terms of lab consulting and can use it as a differentiating lever.3.IT & Digital Solutions ExpertiseSupport affiliates with Werfen’s Transplant digital and IT solutions, including software platforms, BI dashboards, AI-powered tools, connectivity solutions, and data management systems.Act as the regional expert and ambassador for digital and IT solutions, helping affiliates maximize adoption, utilization, and value in both pre-sales and post-sales contexts.Assist with digital troubleshooting and integrations, ensuring smooth performance of software, connectivity, and interfaces.Identify opportunities for enhancements or new digital capabilities based on customer needs, workflow challenges, and technical insights. Communicate to the Strategic Business Unit.Collaborate in training affiliates on digital tools, features, workflows, and value-based positioning to strengthen their technical and commercial activities.Networking/Key relationshipsSupport Transplant Europe TeamEuropean Affiliates:Local HelplineTechnical teams (FSS, Service, IT)Commercial teamsMarketing TeamsGlobal Support Engineers (GSE)Quality Assurance and Regulatory AffairsStrategic Business UnitMarket and Health Innovation AccessScientific AffairsOther Business UnitsCustomersMinimum Knowledge & Experience required for the positionEducation & ExperienceAdvanced degree in Biomedical Sciences, Immunology, or related field; specialization in HLA / histocompatibility / transplant highly preferred.Solid experience working with healthcare system and laboratory workflows, process improvement methodologies, or operational efficiency projects (LEAN, Six Sigma, or equivalent preferred).Experience supporting software, connectivity, digital platforms, or IT tools in a technical or application support context.Minimum 5 years of experience in Technical or Application Support, Workflow Consulting, IT support, or similar customer-facing roles in IVD, medical devices, health IT, healthcare or laboratory environments.Technical CompetenceStrong knowledge of technical application support, troubleshooting, system configuration, and user guidance.Proficient in complaint management systems and customer satisfaction testing.Ability to analyze healthcare and laboratory workflow processes, identify bottlenecks, and propose improvement actions based on LEAN or similar methodologies.Ability to translate technical or workflow insights into clear documentation, tools, and value-focused materials for affiliates.Good understanding of IT fundamentals: connectivity, interfaces, client–server architectures, software behavior, and data workflows in healthcare and laboratory environments.Experience with digital tools, BI dashboards, AI-assisted functionalities, or software-based diagnostic solutions.Core SkillsStrong analytical and problem-solving abilities, with the capacity to understand complex workflows, systems, and customer environments.Excellent communication and interpersonal skills, able to interact effectively with affiliates, customers, and cross-functional teams.Solid presentation and training skills, with the ability to develop and deliver technical and workflow content to internal and external audiences.High level of customer orientation, with a strong commitment to Customer Support Excellence.Proactive, curious, and innovation-driven, able to identify opportunities for improvement and propose practical solutions.Strong organizational and project management skills, capable of managing multiple tasks and priorities in a European, multi-affiliate context.Languages:English fluentFrench, German, Spanish, Italian, Portuguese or Dutch are valuableSkills & Capabilities:Business AcumenEffective team-playerAbility to work independently managing assigned projectsPresentation skillsCustomer FocusExcellent oral and written communication skillsCreativityOrganizational AgilityAbility to build strong business relationshipsPlanningDrive for ResultsTravel requirements:Up to 50% of timeLocation: Flexible within Europe.Territory:EuropeOthers, occasionally due to business activityIndividual Contributor Core Competencies:Managing WorkEffectively managing one’s time and resources to ensure that work is completed efficiently.Emotional Intelligence EssentialsEstablishing 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.Building PartnershipsDeveloping and leveraging relationships within and across work groups, including cross-functional groups, to achieve results.Decision MakingIdentifying 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.Continuous ImprovementOriginating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.Continuous LearningActively 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.
