Position Summary:

Responsible for the overall level of competency, effectiveness and escalated support as it relates to Werfen instruments and systems for the North America Service & Support organization per the assigned Business Line, and/or System(s).

Key Accountabilities

Essential Functions:

• Monitors Key Performance Indicators. Performs data analysis and reviews trends; communicates/presents findings. Initiate/executes action and business plans’ lead cross-functional teams to drive corrective action to improve overall effectiveness, developing new and/or improved processes and documentation.
• Prepares and executes organizational business plans for new product introduction (and enhancements). Ensures organization readiness to support the product.
• Drives technical and effectiveness initiatives to meet North American Service & Support operational plan.
• Works closely with varying roles and levels of Commercial Operations Management to communicate and assist the specific needs for technical and business related escalated customers and employee situations.
• Supports Sales and Marketing promotional activities as required such as Customer User Group Training Seminars, Trade Shows and Marketing Roadshows.
• Identifies & assesses training needs of commercial employees and customers through proactive engagement with internal stakeholders.
• Delivers training programs & instructional materials for employees, utilizing a blended learning approach consisting of classroom training, field-based training and e-learning.
• Provides direct oversight of performance and capabilities of systems. Reports status regularly to the Commercial Operations Management. Drives opportunity for improvement and enhancements.
• Responsible to observe, assess Service & Support staff from a technical perspective; assist management to create improvement plans and execute mentoring.

Field Based Roles:

• Provides direct oversight, management and action planning of escalated customers and unresolved instrument issues.  On-site visits with local Field Service as required.
• Provides direct support to Field Service Engineers to diagnose, analyze, troubleshoot, and fault isolate instrument symptoms and issues to determine failure and provide direction to implement corrective action.
• Provide on-site support to local areas for large scale installations of importance to the business. 

Secondary Functions:

• Maintains expert knowledge of current Werfenproducts, field service, technical support and application practices through cross functional internal networking, field travel, self-study and continuing education.
• Performs other duties and responsibilities as assigned.

Budget Managed (if applicable):

• N/A

Internal Networking/Key Relationships:

• North America Commercial OperationsFinance
• Information Technology
• Research & Development
• Quality & Regulatory Assurance
• Client Services
• World Wide Marketing & Service

Skills & Capabilities:

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

• Advanced Organizational and Time Management Skills | Ability to Multi-Task | Work Under Pressure | Exercise Good Judgement.
• Advanced ability to mentor, train, communicate and present content effectively to/with a variety of audiences: customers, peers, management.
• Advanced technical abilities and highly process oriented.
• Highly collaborative. Excellent communication and cross-functional skills. Ability to work in a team environment collaborating with colleagues to drive and achieve goals
• Ability to positively influence audience with technical and/or administrative content.
• Ability to convey complex theories and procedures to functional practice and understanding to a varying audience.

Minimum Knowledge & Experience Required for the Position:

Education:

• Associates degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training required. Bachelor’s degree in Engineering or Medical Technology highly desirable.  Equivalent experience in lieu of a degree will be considered.

Experience:

• Minimum of 7 years in a Service, Support, or equivalent managerial role.

Additional Skills/Knowledge:

• Strong knowledge of personal computers and Windows Operating systems; legacy up to current version.
• Advanced Microsoft Office 365 knowledge with the ability to use Microsoft Excel to perform analysis.
• Working knowledge of Lab Information Systems and network connectivity.

 International Mobility:

• Required: No

 Travel requirements:

• Field Based: Up to 80% of overnight travel.