Technical Support Transplant Europe – Workflow Consulting

Job Summary

This role provides advanced technical application support and workflow consulting to strengthen the operational value of Werfen’s transplant solutions across the region. The role combines second-level technical support with strong knowledge of digital platforms and IT-related troubleshooting to assist affiliates in pre-sales and post-sales activities. It leads workflow assessments and LEAN-based improvement projects to help laboratories enhance efficiency and turnaround time. The position also develops tools, training materials, and best practices to empower affiliates. Ultimately, it contributes to elevating customer support excellence across Europe.

Key Accountabilities

1.Technical & Application Support

• Act as second-level technical, scientific, and application support for the Transplant portfolio across all European affiliates, providing advanced guidance and troubleshooting expertise.
• Provide backup support to the IT Tech Support Specialist when IT-related troubleshooting, connectivity, interfaces, or system behavior analysis is required.
• Manage complaint and non-complaint cases for all products within the Transplant portfolio, ensuring thorough investigation, effective resolution, and accurate documentation. Manage and coordinate testing activities within the Customer Satisfaction Lab.
• Support affiliates in pre-sales and post-sales activities, offering technical expertise for product demonstrations, evaluations, and customer onboarding.
• Initiate and monitor corrective and preventive actions (CAPAs) where appropriate, ensuring timely implementation.
• Maintain continuous communication with affiliates to ensure consistent technical and commercial alignment.
• Enhance Customer Support Excellence by promoting best practices, tools, and standardized processes across the region.
• Contribute to User Acceptance Testing (UAT) for new product releases, ensuring readiness for launch.

2.Workflow Consulting

• Develop a deep understanding of all the steps of transplant management procedures and laboratory operations, including processes, resource allocation, bottlenecks, and turnaround time (TAT) optimization.
• Conduct workflow assessments to analyze patient management and laboratory performance and identify opportunities for efficiency, productivity, and operational improvement.
• Design and support LEAN-based improvement projects, helping laboratories reduce waste, optimize TAT, and enhance end-to-end workflow performance.
• Translate workflow analysis into clear deliverables such as project proposals, operational value demonstrations, business impact reports, and best-practice recommendations.
• Deliver project presentations to customers.
• Create workflow-focused tools, documentation, and training materials for affiliates to use in their customer interactions.
• Train affiliates on workflow methodologies, LEAN principles, and operational value positioning to support their effectiveness in the field.
• Participate in customer engagements to demonstrate the operational and efficiency impact of Werfen solutions to overall improve patient management.
• Benchmark solutions and practices from competition and ensures Werfen is always ahead in terms of lab consulting and can use it as a differentiating lever.

3.IT & Digital Solutions Expertise

• Support affiliates with Werfen’s Transplant digital and IT solutions, including software platforms, BI dashboards, AI-powered tools, connectivity solutions, and data management systems.
• Act as the regional expert and ambassador for digital and IT solutions, helping affiliates maximize adoption, utilization, and value in both pre-sales and post-sales contexts.
• Assist with digital troubleshooting and integrations, ensuring smooth performance of software, connectivity, and interfaces.
• Identify opportunities for enhancements or new digital capabilities based on customer needs, workflow challenges, and technical insights. Communicate to the Strategic Business Unit.
• Collaborate in training affiliates on digital tools, features, workflows, and value-based positioning to strengthen their technical and commercial activities.

Networking/Key relationships

• Support Transplant Europe Team
• European Affiliates:
• Local Helpline
• Technical teams (FSS, Service, IT)
• Commercial teams
• Marketing Teams
• Global Support Engineers (GSE)
• Quality Assurance and Regulatory Affairs
• Strategic Business Unit
• Market and Health Innovation Access
• Scientific Affairs
• Other Business Units
• Customers

Minimum Knowledge & Experience required for the position

• Education &