Application Support Specialist (Castilla Y León)

ph3Job Summary /h3pThe 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 Acute Care Diagnostics and Point of Care .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./ppThe 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./ppThis is a highly impactful position that directly contributes to customer satisfaction by providing efficient, effective, and timely solutions./ph3Key Accountabilities /h3ulliInteract directly with customers and colleagues via phone or electronic channels./liliGreet customers warmly and determine the nature of their inquiry./liliProvide scientific and technical support on IVD instruments and reagents./liliOffer accurate, complete, and relevant information to resolve technical or application-related issues, proposing solutions in case of product malfunction./liliWork autonomously and escalation situations that may impact customer satisfaction./liliRefer issues to the Field Service Engineer (FSE) or Field Application Specialist (FAS) when on-site action is needed./liliIdentify and assess customer needs to ensure high satisfaction.Organize workflows to meet response time expectations./liliManage manufacturer complaints, offer appropriate alternatives or solutions, and follow up to ensure resolution./liliSupport the Werfen Sales Department with scientific and technical input./liliCollaborate with other departments, involving the right specialists to ensure proper customer service./liliKeep up to date with technical knowledge and skills./liliAttend scientific and technical training sessions, both internal and external./liliGo the extra mile to engage customers and build long?term trust through open, interactive communication./liliPrepare and distribute customer activity reports./liliProvide feedback on customer service processes and suggest improvements./liliFollow Werfen's communication protocols, guidelines, and corporate policies./liliComply with the company's ethical code of conduct./li /ulh3Networking/Key relationships /h3ulliProduct Specialists, Product Managers and BU/BL Managers./liliKey Account Managers and Field Application Specialists./liliEngineering Specialists, Service Area Managers, Field Service Engineers./liliIT Operations (LIS and Middlewares) /liliCorporate Supply Chain / Customer Service./liliQA/RA Department (internal) /liliIT Corporate (internal) /li /ulh3Minimum Knowledge Experience required for the position /h3ulliBachelor's degree in Biochemistry, Biology, or Health Sciences (or equivalent)./liliKnowledge of Point of Care and blood gas devices./liliSolid understanding of laboratory techniques./liliExperience in technical and clinical support in Hemostasis will be a plus./li /ulh3Skills Capabilities /h3ulliSelf-motivated, responsible, and capable of working independently./liliProblem?solving mindset, with strong analytical and decision?making skills./liliAbility to stay calm under pressure and work effectively in a team./liliExcellent communication skills, both written and spoken./liliStrong organizational and planning abilities./liliDetail?oriented, with a proactive and customer?focused approach./liliPositive and helpful attitude./liliTeam player with good interpersonal skills./liliModerately extroverted, optimistic, and enthusiastic personality./liliProven customer support and telephone skills./liliFluency in Spanish; knowledge of additional local languages (Catalan, Basque, or Galician) is a plus./liliSolid English skills, sufficient for reading, understanding, and drafting technical content./li /ulh3Travel requirements /h3pOccasional travel (up to %), mainly within Spain, for training sessions and occasional customer visits./ph3Individual Contributor Core Competencies /h3bManaging Work /bpEffectively managing one's time and resources to ensure that work is completed efficiently./pbEmotional Intelligence Essentials /bpEstablishing 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./pbBuilding Partnerships /bpDeveloping and leveraging relationships within and across work groups, including cross?functional groups, to achieve results./pbDecision Making /bpIdentifying 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./pbContinuous Improvement /bpOriginating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions./pbContinuous Learning /bpActively 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--Ljbffr

liliQA/RA Department (internal) /liliIT Corporate (internal) /li /ulh3Minimum Knowledge Experience required for the position /h3ulliBachelor's degree in Biochemistry, Biology, or Health Sciences (or equivalent). /liliKnowledge of Point of Care and blood gas devices. /liliSolid understanding of laboratory techniques. /liliExperience in technical and clinical support in Hemostasis will be a plus. /li /ulh3Skills Capabilities /h3ulliSelf-motivated, responsible, and capable of working independently. /liliProblem?solving mindset, with strong analytical and decision?making skills. /liliAbility to stay calm under pressure and work effectively in a team. /liliExcellent communication skills, both written and spoken. /liliStrong organizational and planning abilities. /liliDetail?oriented, with a proactive and customer?focused approach. /liliPositive and helpful attitude. /liliTeam player with good interpersonal skills. /liliModerately extroverted, optimistic, and enthusiastic personality. /liliProven customer support and telephone skills. /liliFluency in Spanish; knowledge of additional local languages (Catalan, Basque, or Galician) is a plus. /liliSolid English skills, sufficient for reading, understanding, and drafting technical content.