Systems Support Engineer

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. We operate directly in 30 countries and in more than 100 territories through distributors.

Our Headquarters are in Barcelona Spain and our Technology Centers are located in the United States and Europe. Worldwide sales exceeded 2.2 billion in 2024 and our workforce is more than 7000 strong.

Job Summary

Reporting to Global Systems Support Group Manager will be responsible for providing technical support for the Werfen AID products. The System support manager will be responisble for providing support to the Buisness unit Affiliates and Customers worldwide. The Primary area of focus will be in Europe and EEMEA but global travel will be required.

Key Accountabilities

• To be the intermediary between software/hardware developers and the company stakeholders during product/software development and launching.

• Conduct training for Werfen Autoimmunity applications and services. Training of customers and product demonstrations to external and internal customers as needed.

• Provide telephone email and on-site technical support as requested

• Be the subject matter expert for escalated troubleshooting product investigations and global service improvements

• GSS representative in meetings related instrument line projects these can extend into work hours that support the US PST and EST zones.

• Participate in industry conferences and set up and breakdown at trade shows (EU EEMEAI).

• Draft documents and reports when it is needed. Collaberate with department collueges global affilates OEM partners and customers to minimize downtime and interruptions of the equipment.

• Ensure proper communication and documentation of product claims based on SOP and FDA regulations.

• Support key buisness needs for Werfen AID.

Networking/Key relationships

This position requires cooperation with:

• Werfen Clinical Software: To provide them field feedback experience and to execute internal tests on interim software versions or during software development/validation.

• Quality Assurance: to coordinate equipment and facilities qualifications

• Technical Support: to support them with escalated support request

• Werfen Affiliates/Distributors:

  • To provide escalated support remotely in-house installations and deep troubleshooting

  • To provide in-house support for instrument evaluation during product launches

  • To organize calls/focus group meetings for product development and improvements

Minimum Knowledge & Experience required for the position:

Education:

• Required: Bachelors degree (Diplomatura) in Mechanical Electrical Electronic Biomedical and/or Chemical Engineering.

• Degree may be substituted by relevant skills and work experience

• Reading and interpretation of documents such as safety standards operating and maintenance instructions technical documents procedures manuals and SOPs.

• Valuable: Ability to perform chemiluminescence immunoassays procedures or solid phase chemistry ideally the candidate will come from in vitro diagnostic companies or manufacturers of machinery.

Experience:

• Required: 3 years in a similar position

• Adavanced knowledge in IFA EIA technology perfered.

Additional Skills/Knowledge:

• Software: Fluency in Office Tools (Excel & Word) Valuable Basic knowledge in SAP

• Language: Fluency in Spanish. Advanced knowledge of English (reading and speaking)

• Standards: Knowledge in programming developing bat files etc

Skills & Capabilities:

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

• Management of decisions under pressure.

• Methodical and well-organized person.

• Teamwork

• Analytical skills to troubleshoot Biomedical devices

• A good understanding of Autoimmunity Diseases & Biomarkers

• Time management skills

• Ability to express information clearly and concisely to the developers colleagues and customers ensuring their understanding.

• Ability to apply a systematic approach and constant control follow-up and maintenance of the scheduled & assigned tasks

• Ability to collaborate participate and coordinate actively with working groups

• Reflects values of Werfen in the quality of work and working relationship

Travel requirements:

Up to 35% of time.