Descripción de la oferta
Provide Werfen clients in the designated Area, Instrument Service and Support. Including but not limited to; installation, de-installation, preventive maintenance, instrument failure diagnostics and repair, instrument service estimates, initial operator training and Instrument modification and upgrade activities.
Manage workflow, client interfacing, and company reporting tasks in a diligent and timely manner using the processes, programs and systems implemented within the company.
Communicate and interact with other members and departments of the company by providing or requesting such information needed to enable best customer experience, smooth workflow, and proper incident reporting.
Key Accountabilities
Service call programming, execution, and reporting.
Tools, diagnostic instruments, IT and communication devices required in company activity, use, and control.
Compliance with company processes and directives, following the Ethic Code.
Synergy with Sales and Marketing agents.
Act autonomously and **escalate** any situation that may impact customer expectations.
Assertive and clear communication with customers and co-workers.
Networking / Key Relationships
Maintain proactive relationship with fellow FSEs, Help Line, Service Area Manager, Sales reps, TSS Technical Service Specialists, Product Line Application / Sales Managers, Service Front and Back‑office members, logistic department coordinators and Clients.
Minimum Knowledge & Experience required for the position
Bachelor’s degree or equivalent technical qualifications in electrical / mechanical engineering or physical sciences.
2 to 5 years of work experience in a service or technical department of high‑end Life Sciences or medical capital equipment.
Desirable to have data analysis skills, excel, pivot tables….
Working knowledge and ability to test and troubleshoot electrical analog and digital circuits, computer hardware and a minimum of pneumatics experience.
Fluent reading and writing English and be able to hold a basic technical conversation.
Fluent Spanish language speaking and understanding.
Skills & Capabilities
The ideal candidate for this position will exhibit the following skills and competencies :
Interest and affinity for technical activities.
Curious and eager to learn.
Systemic, holistic and “hands on” approach.
Proactive, organized and resolute.
Oriented to customer service.
Able to empathize to customer needs and expectations.
Analytical skills.
Able to work in a multidisciplinary environment, dealing with electronics, mechanics, pneumatics, and Informatics.
Travel requirements
Up to 80% of time.
Managing Work Effectively managing one’s time and resources to ensure that work is completed efficiently.
Establishing 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 Partnerships
Developing and leveraging relationships within and across work groups, including crossfunctional groups, to achieve results.
Decision Making
Identifying 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.
Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.
Actively 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.
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