Product Line Support Manager, NoA

Werfen

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.

Responsible 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).

• Monitors 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.
• Provides direct support to Field Service Engineers to diagnose, analyze, troubleshoot, and fault isolate instrument symptoms and issues to determine failure and provide direction to implement corrective action.
• Provide on-site support to local areas for large scale installations of importance to the business.

Secondary Functions:

• Maintains expert knowledge of current Werfenproducts, field service, technical support and application practices through cross functional internal networking, field travel, self-study and continuing education.
• Performs other duties and responsibilities as assigned.

• N/A

• North America Commercial OperationsFinance
• Information Technology
• Research & Development
• Quality & Regulatory Assurance
• Client Services
• World Wide Marketing & Service

The ideal candidate for this position will exhibit the following skills and capabilities:

• Advanced Organizational and Time Management Skills | Ability to Multi-Task | Work Under Pressure | Exercise Good Judgement.
• Advanced ability to mentor, train, communicate and present content effectively to/with a variety of audiences: customers, peers, management.
• Advanced technical abilities and highly process oriented.
• Highly collaborative. Excellent communication and cross-functional skills. Ability to work in a team environment collaborating with colleagues to drive and achieve goals
• Ability to positively influence audience with technical and/or administrative content.
• Ability to convey complex theories and procedures to functional practice and understanding to a varying audience.

Minimum Knowledge & Experience Required for the Position:

Education:

• Associates degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training required. Bachelor's degree in Engineering or Medical Technology highly desirable. Equivalent experience in lieu of a degree will be considered.

Experience:

• Minimum of 7 years in a Service, Support, or equivalent managerial role.

Additional Skills/Knowledge:

• Strong knowledge of personal computers and Windows Operating systems; legacy up to current version.
• Advanced Microsoft Office 365 knowledge with the ability to use Microsoft Excel to perform analysis.
• Working knowledge of Lab Information Systems and network connectivity.

• Required: No

• Field Based: Up to 80% of overnight travel.

If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com