Application Support Specialist

Job Summary

The primary responsibility of this role is to provide technical and application support for instrumentation and assays related to our core products and Business Units. The role covers products within Molecular Microbiology, Autoimmunity, and Biotechnology. Key tasks include addressing break/fix issues, resolving configuration problems, and guiding customers through troubleshooting steps. Additionally, the role involves conducting in-depth error investigations to resolve issues before escalating them to Application Specialists or Field Service Engineers.

The HelpLine Application Support Specialist must demonstrate excellent verbal and written communication skills, as the role interacts with a wide range of stakeholders, primarily from the clinical field, but also commercial, technical, and managerial profiles. Support is delivered mainly via phone and remote access tools.

This is a highly impactful position that directly contributes to customer satisfaction by providing efficient, effective, and timely solutions.

Key Accountabilities

•Interact directly with customers and colleagues via phone or electronic channels.

•Greet customers warmly and determine the nature of their inquiry.

•Provide scientific and technical support on IVD instruments and reagents.

•Offer accurate, complete, and relevant information to resolve technical or application-related issues, proposing solutions in case of product malfunction.

•Work autonomously and escalate situations that may impact customer satisfaction.

•Refer issues to the Field Service Engineer (FSE) or Field Application Specialist (FAS) when on-site action is needed.

•Identify and assess customer needs to ensure high satisfaction. Organize workflows to meet response time expectations.

•Manage manufacturer complaints, offer appropriate alternatives or solutions, and follow up to ensure resolution.

•Support the Werfen Sales Department with scientific and technical input.

•Collaborate with other departments, involving the right specialists to ensure proper customer service.

•Keep up to date with technical knowledge and skills.

•Attend scientific and technical training sessions, both internal and external.

•Go the extra mile to engage customers and build long-term trust through open, interactive communication.

•Prepare and distribute customer activity reports.

•Provide feedback on customer service processes and suggest improvements.

•Follow Werfen's communication protocols, guidelines, and corporate policies.

•Comply with the company's ethical code of conduct.

Networking/Key relationships

This position requires strong collaboration with various departments and Business Units. Due to the wide product portfolio supported by HelpLine, staying up to date on technologies and processes is critical. Key stakeholders include:

•Product Specialists, Product Managers and BU/BL Managers.

•Key Account Managers and Field Application Specialists.

•Engineering Specialists, Service Area Managers, Field Service Engineers.

•IT Operations (LIS and Middlewares)

•Corporate Supply Chain / Customer Service.

•QA/RA Department (internal)

•IT Corporate (internal)

Skills & Capabilities:

•Self-motivated, responsible, and capable of working independently.

•Problem-solving mindset, with strong analytical and decision-making skills.

•Ability to stay calm under pressure and work effectively in a team.

•Excellent communication skills, both written and spoken.

•Strong organizational and planning abilities.

•Detail-oriented, with a proactive and customer-focused approach.

•Positive and helpful attitude.

•Team player with good interpersonal skills.

•Moderately extroverted, optimistic, and enthusiastic personality

•Proven customer support and telephone skills.

•Fluency in Spanish; knowledge of additional local languages (Catalan, Basque, or Galician) is a plus.

•Solid English skills, sufficient for reading, understanding, and drafting technical content.

Travel requirements:

Occasional travel (up to 10–20%), mainly within Spain, for training sessions and occasional customer visits.

Individual Contributor Core Competencies:

Managing Work

Effectively managing one's time and resources to ensure that work is completed efficiently.

Emotional Intelligence Essentials

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 cross-functional 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.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.

Continuous Learning

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.