22 feb
Whatjobs
Estado de México
The main function of this role will be providing support to instrumentation and applications related to Autoimmunity and Molecular Microbiology areas, including handling break/fix and configuration issues.
The HelpLine Application Specialist will guide customers on troubleshooting and investigate errors in-depth to resolve issues before transferring them to Application or Technical Field Engineers.
Excellent communication skills (both verbal and written) are essential due to the role's interactions with various profiles, primarily in the Clinical field, as well as with commercial and technical specialists and managers.
Support is primarily provided via telephone and through remote access software.
This position is integrated into a valuable role with a high rate of customer satisfaction due to effective and timely solutions.
Key Accountabilities Deal directly with customers and co-workers either by telephone or electronically.
Greet customers warmly and ascertain the problem or reason for calling.
Provide scientific and technical support to customers in IVD instruments and reagents.
Provide accurate, valid, and complete information related to applications or technical issues, suggesting solutions for product malfunctions.
Act autonomously and escalate any situation that may impact customer expectations.
Refer customer issues to the FSE or FAS for on-site action if required.
Identify and assess customer needs to achieve satisfaction.
Organize workflow to meet customer timeframes.
Handle complaints to manufacturers, providing appropriate solutions or alternatives within time limits and following up to ensure resolution.
Provide scientific and technical support to the Werfen Sales Department.
Collaborate with other departments.
Manage unresolved issues with the appropriate specialist to ensure proper service to the customer.
Maintain up-to-date technical knowledge and skills.
Attend scientific and technical training organized by Werfen or external entities.
Engage customers actively and build sustainable relationships of trust through open communication.
Prepare and distribute customer activity reports.
Provide feedback on the efficiency of the customer service process.
Follow Werfen communication procedures, guidelines, and policies.
Adhere to the ethical code of the company.
Networking/Key Relationships This position requires cooperation with different company departments and Business Units.
Staying updated on various products and processes is critical due to the HelpLine's support for several key lines.
Minimum Knowledge & Experience Required Must have a graduate or bachelor's degree in one of the following: Biochemistry, Biology, or Health Sciences.
Knowledge of laboratory techniques, molecular biology techniques (DNA/RNA purification, end-point PCR, real-time PCR, DNA modification, DNA gel analysis, etc.
), and autoimmunity techniques (ELISA, IFA, etc.)
is essential.
Skills & Capabilities Must be autonomous, proactive, and responsible in carrying out tasks.
Accustomed to solving problems quickly while maintaining control and strong analytical skills.
Ability to work effectively under pressure and as part of a team.
Outstanding communication skills, both spoken and written.
Efficient planning and organization capabilities.
Interest in problem-solving and issue identification.
Keen attention to detail.
Positive and helpful attitude.
Teamwork and communication capabilities.
Moderately extroverted, optimistic, and enthusiastic personality.
Telephone and customer support skills.
Perfect command of Spanish; knowledge of local languages (Catalan, Basque, or Galician) is valuable.
Solid level of English to read, understand, and prepare technical content.
Travel Requirements Up to 10-20% of time, mainly in Spain for training and occasional customer contact.
Individual Contributor Core Competencies Managing Work: Effectively managing one's time and resources to ensure efficient completion of work.
Emotional Intelligence Essentials: Establishing and sustaining trusting relationships by accurately perceiving and interpreting emotions and behavior.
Building Partnerships: Developing relationships within and across work groups to achieve results.
Decision Making:
Identifying and understanding problems and opportunities; choosing the best course of action.
Continuous Improvement: Originating action to improve existing conditions and processes.
Continuous Learning: Actively identifying new areas for learning and applying newly gained knowledge on the job.
El anuncio original lo puedes encontrar en Kit Empleo: Kit Empleo #J-18808-Ljbffr
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