Technical Support Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Werfen A tiempo completo

Job Overview:

  • Post Date


 June 28, 202
  • Number
  • WEBCO
  • Job Function
  • Technical Service & Support
  • Location
  • Bogota
  • Country
  • Colombia

About the Position:

Job Summary


Define service strategy and its implementation roadmap to standardize service solutions, processes and tools across Werfen partners and customers, while establishing efficiency, cost reduction and customers satisfactions initiatives; align service with manufacture and corporate strategy.


Key Accountabilities

  • To provide third level support to the distributor, through the performance of onsite installations and necessary diagnoses, troubleshooting, service and repair of complex instruments and systems.
  • Set up an educational program that supports the Distributors into performing routine technical repairs of all systems, including Updates, retrofits, PMs, product enhancements and appropriate register & record of the information.
  • Develop a training program for distributor ́s Engineering team in the proper operation, maintenance and troubleshooting of Werfen instruments and systems.
  • Serve as a company liaison with Distributors.
  • Responsible for routine interaction with sales counterparts with respect to Distributors situations, updates, and lead generations
  • Provide mechanisms that guarantee interaction of the distributors with the manufacturers when technical matters need attention.
  • Find the ideal environment for the introduction of Software solutions developed by Werfen, playing a direct role in the installation and support of these systems for the distributors and end customers when applicable.
  • Support Product Managers in Leveraging Werfen solutions with IT/Software enhancements.
  • Create a Networking within engineers and T.S, specialists from the distribution.
  • Actively participating in certain stages of the implementation of BU Projects, based on complexity, strategical importance and special requirements of the end user.
  • Complies with all appropriate regulatory bodies, mandated policies, procedures, work instructions, and records.
  • Ensures compliance with Werfen Code of Ethics.
  • Other duties and responsibilities as assigned by the Regional General Manager

Networking/Key relationships
Leading trough a structured approach the different Technical Service department stake holders (Sales Group, Application Specialists, Finance department, Marketing Team) and building professional and positive relationships with the rest of directors

Minimum Knowledge & Experience required for the position:

  • At least 5 years' experience as a FSE in the Healthcare sector, preferably in IVD Experience in people management as responsible of a Technical Service department
  • Highly desirable MBA or similar Business related degree
  • Good knowledge on networking (wiring, HUB, Switch, DNS//DHCP, firewall solutions, network diagnostics...)
  • Knowledge of automation lines in laboratory environments would be a plus

Skills & Capabilities:

  • Strategy analysis
  • Knowledge of the environment and business
  • Planning
  • Communication skills
  • Decisionmaking
  • Delegation
  • Problemsolving
  • Leadership
  • Negotiation skills
  • Emotional intelligence

Travel requirements:

40% of Time

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