Job Description

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain.

We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. We operate directly in 30 countries, and in more than 100 territories through distributors.

Our Headquarters are in Barcelona, Spain and our Technology Centers are located in the United States and Europe. Worldwide sales exceeded €2.2 billion in 2024, and our workforce is more than 7,000 strong.

This position is part of the Digital Solutions Service team located in Barcelona that provides 2nd level support to Werfen Affiliates and distributors internationally on regards of Digital Solutions.

Key Accountabilities

• Install and configure the Digital Solutions Software.

• Identify and resolve issues affecting customer’s network working closely with hospital’s IT department.

• Perform required technical training sessions with the supervision of a more senior engineer.

• Respond to and resolve client problems as they relate to technical software issues.

• Refer more complex problems to R&D and DF departments.

• Serve as liaison between the company and customers.

• Build customer relationships by keeping customers informed of how and when problems are resolved.

• Carry out standard installs at client sites.

• Collaborate in creating Service related documentation.

Networking/Key relationships

To be determined based on department needs, to include interactions such as:

• Cooperating with the rest of the Digital Solutions Service team

• Development and QA teams

• Local Service teams

• Local Marketing teams

• WW Marketing Product Managers

• WW Service

• PPSO (Product Privacy and Security Officer)

Minimum Knowledge & Experience required for the position:

• Education: Engineer, Computer Science or other Technical degree.

• Experience: No experience or 1 year of experience in technical service.

• Additional Skills / Knowledge:

· Networking: Basic network concepts. TCP/IP, DHCP, DNS, UDP and routing. Basic troubleshooting (ping, ipconfig,traceroute). Server-Client paradignm.

· Operating Systems: User level OS knowledge. Windows and Linux. Graphic interface and console. User level in Office applications. Understanding of services.

· Databases: Basic SQL commands. Connect to database and run commands to check basic function. Different types of databases.

· Virtualization: Virtual machine theory understanding. User level in several virtualization environments (Vmware, Virtualbox, Hyper-V) Creation of VM´s and software installation.

· Cloud: Basic Cloud concepts knowledge. AWS/Azure platform user level knowledge. Create/destroy and manage servers.

· Communication Protocols: Communication protocols understanding. Synchronous/asynchronous. Basic troubleshooting. Network protocols understanding

· Application/Web Servers: Basic Application log troubleshooting. Understanding web architecture and hosting.

· Cybersecurity: Cybersecurity definitions (types of attacks, CIA, impact, risk analysis…). IT Cybersecurity awareness.

· Hardware: Computer architecture basic knowledge. Installing and configuring computer hardware. Computer parts replacement. Hardware issue identification.

· Knowledge of automation lines in laboratory environment would be a plus.

· Knowledge of ASTM and HL7 communication protocols would be a plus.

Skills & Capabilities:

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

• Excellent comunication skills and fluency in English (written and spoken) is mandatory.

• Be self-motivated, take initiative and be willing to lead technical presentations and discussions with affiliates and end-users in hosptials and laboratories.

• Customer-orientated background and able to work in a fast-paced environment.

Travel requirements:

• Available to travel internationally at least 25% of the time.