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- Tasks: Support and manage service procedures for Hemostasis Automation Instruments globally.
- Company: Join Werfen, a leader in diagnostic instruments with a global presence.
- Benefits: Enjoy a hybrid work model and opportunities for travel and professional growth.
- Why this job: Be part of a dynamic team that values innovation and customer satisfaction.
- Qualifications: Bachelor's degree in Engineering or related field with 3 years of relevant experience required.
- Other info: Diverse workplace committed to equal opportunity and personal development.
The predicted salary is between 36000 - 60000 £ per year.
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Product Line Support Associate (Instrumentation Laboratory Company, a Werfen Company, Bedford, Massachusetts): On behalf of a worldwide developer, manufacturer, and distributor of specialized diagnostic instruments for hemostasis, acute care, and autoimmunity products and services, will help develop, manage, and standardize Field Service procedures and reporting processes worldwide. Help evaluate the Service data reported worldwide and serve as a main contact point for Service-related issues. Provide technical service support, training, process, and procedures for Hemostasis Automation Instruments to company affiliates, distributors, and customers. Develop customer satisfaction through installing and providing preventive and corrective maintenance and updates of Hemostasis Instruments.
Responsibilities
Specific responsibilities will include:
- Support Worldwide Service Strategic Business Unit (SBU) services programs including troubleshooting for assigned Hemostasis Automation Instruments product lines.
- Support the Hemostasis Automation Instrumentation product lines by assisting in the overall lifecycle of supported equipment including the introduction, production, post-production, and end-of-support phases.
- Support and help coordinate beta programs to meet the objectives defined by the Product Management, Engineering, and Executive Teams.
- Use analytics to assess business challenges and identify root causes to support worldwide affiliates.
- Assist with monthly product quality reviews to detect product and process trends. Define key objectives and priorities to improve product performance.
- Report issues, concerns and trends to Quality Assurance (QA), R&D, and Operations to initiate and expedite solutions.
- Define key objectives and priorities to improve product performance.
- Provide technical input to problem solve products.
- Develop and manage spare part lists as needed.
- Communicate service-oriented product updates to internal and external channels.
- Work with Worldwide Service SBU team during customer escalations regarding products.
- Interface with company internal direct field service organization, service affiliates, service distributors, and external affiliates as needed.
- Visit customer sites as needed to provide training to affiliates and field personnel and to resolve complicated technical issues.
- Work across departments including with R&D, QA, Regulatory, Manufacturing, Commercial, and Marketing departments to develop and implement cross- departmental processes to maximize Worldwide Service efficiency and productivity while controlling operating costs.
This is a hybrid position working 3 days per week at the office in Bedford, MA and 2 days per week from a home office within commuting distance to Bedford, MA. Position requires 50% of time on domestic and international travel.
Qualifications
Minimum Requirements:Bachelor’s degree in an Engineering or related technical field and 3 years of experience in a field service role working in a product support or technical environment with electro-mechanical equipment within the medical device or IVD industry.
Must also have: (I)Knowledge of Hemostasis and Critical Care instrumentation; (II) Understanding of: (a) the operation of high performance and critical care service organizations and (b) business systems, computer hardware and software including Microsoft, Linux, SAP, Client Service Interface, VPNs, LIS/HIS interfaces, TCP/IP protocols, and ASTM/HL7 interfaces; (III) Background in: (a) analyzing complex data to assess business challenges and identify root causes and (b) creating data models to control and improve instruments performance; (IV) Track record leading and guiding peers to solve high complex issues on medical devices; (V) Detail oriented with strong organizational skills and ability to support team members; (VI) Excellent interpersonal, verbal and written communication, and cross-functional skills, including working as a team player in a matrix environment; and (VII) Customer centric attitude and track record demonstrating customer focus by promoting and maintaining strong customer relationships.
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 for assistance.
We operate directly in over 30 countries, and in more than territories through distributors. Annual revenue is approximately $2 billion and more than 7, employees around the world comprise our Werfen
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Product Line Support Associate employer: Werfen
Contact Detail:
Werfen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Line Support Associate
✨Tip Number 1
Familiarise yourself with the specific Hemostasis Automation Instruments mentioned in the job description. Understanding their functionalities and common issues will help you stand out during interviews, as you'll be able to discuss relevant experiences and solutions.
✨Tip Number 2
Network with professionals in the medical device industry, especially those who work with electro-mechanical equipment. Engaging with them on platforms like LinkedIn can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss your experience with data analysis and problem-solving in a technical context. Be ready to share specific examples of how you've identified root causes and implemented solutions in previous roles, as this aligns closely with the responsibilities of the position.
✨Tip Number 4
Highlight your customer-centric approach in any discussions or interviews. Since the role involves maintaining strong customer relationships, showcasing your ability to communicate effectively and resolve issues will demonstrate that you're a great fit for the team.
We think you need these skills to ace Product Line Support Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in field service roles, particularly with electro-mechanical equipment. Emphasise any specific knowledge of Hemostasis and Critical Care instrumentation to align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention your experience in troubleshooting and supporting medical devices, and how you can contribute to improving product performance and customer satisfaction.
Highlight Technical Skills: In your application, clearly outline your technical skills, especially your familiarity with business systems, computer hardware, and software mentioned in the job description. This will demonstrate your capability to handle the responsibilities of the role.
Showcase Interpersonal Skills: Since the role requires excellent communication and teamwork, provide examples in your application that illustrate your ability to work collaboratively across departments and maintain strong customer relationships.
How to prepare for a job interview at Werfen
✨Understand the Product Line
Make sure you have a solid understanding of Hemostasis Automation Instruments and their lifecycle. Familiarise yourself with the specific products and services offered by the company, as this will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with electro-mechanical equipment and any relevant software systems like SAP or Linux. Highlight specific examples where you've successfully troubleshot issues or improved product performance, as this aligns closely with the responsibilities of the role.
✨Emphasise Communication Skills
Since the role involves interfacing with various departments and customers, it's crucial to showcase your interpersonal and communication skills. Prepare examples of how you've effectively communicated complex technical information to non-technical stakeholders in the past.
✨Demonstrate a Customer-Centric Attitude
The company values strong customer relationships, so be ready to discuss how you've prioritised customer satisfaction in your previous roles. Share specific instances where you've gone above and beyond to resolve customer issues or improve their experience with a product.
