Job description
Overview:
Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company’s business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.
Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.
Essential Functions:
Internal Networking/Key Relationships
To be determined based on department needs, to include interactions such as:
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V
We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise our Werfen team.
www.werfen.com
Werfen
Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company’s business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.
Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.
Position Summary:
Provides administrative support to the field service and repair depot teams. Will also interact with customers and other Werfen personnel. Duties will include but not limited to placing orders, create and maintain service calls, as well as escalate service parts as needed for service requests on our instruments. Interactions will be carried out through a variety of methods such as phone, e-mail and SAP tasks. Candidates should have solid customer service skills as well as experience with Microsoft Excel and Word.
Responsibilities:
Key Accountabilities
Essential Functions:
- Creates, maintains and re-dispatches service calls for Field Service Engineers and other field personnel.
- Maintains accurate records in the SAP. This includes accurate customer information and field service engineer assignment in the instrument master record.
- Performs a variety of clerical functions related to ordering, shipping and distribution of field service parts.
- Interacts with distribution and planning personnel on parts status, availability, and estimated time of arrival
- Supports the Depot Repair process. This includes creating returns, shipments and return labels for repaired instruments and loaners.
- Reviews Service Calls for billing.
- Review POs for accuracy where applicable.
- Resolves customer issues pertaining to credit/claims on service reports.
- Researches and decides on appropriate action required
- Provides customers as well as internal, service and applications the best possible customer service and accurate information in all types of interactions.
- Escalates unresolved issues as needed to the designated escalation point.
Secondary Functions:
- May need to create basic contracts, as required.
- Other duties as assigned
Budget Managed (if applicable)
- N/A
Internal Networking/Key Relationships
To be determined based on department needs, to include interactions such as:
- Customer Service
- North America Commercial Operations, including, Field Service, Clinical Applications, Technical Support
- Distribution
- Planning
- Credit and Collections
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and capabilities:
The ideal candidate for this position will exhibit the following skills and capabilities:
- Must be able to work in a fast-paced environment, be able to prioritize projects, and multi-task
- Strong written and oral communication skills
- Strong attention to detail; detail-oriented
- Strong Problem solving skills
- Strong customer service and interpersonal skills; ability to build relationships and cooperate with internal and external customers
Minimum Knowledge & Experience required for the position:
- Education:
- Associate degree in Business or related field required. Bachelor's degree in Business Administration, Finance, or related field preferred, or equivalent experience
- Experience:
- Minimum 1 year of experience in a customer service environment.
- Additional Skills/Knowledge:
- Basic computer skills, including Microsoft Office & ERP systems required
- Ability to navigate in an SAP ERP System preferred
- General Understanding of Service Contracts desired.
- Language: Fluency in English required.
International Mobility:
- Required: No
Travel Requirements:
- Approximately 5% of time
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V
We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise our Werfen team.
www.werfen.com
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