Werfen · 5 days ago
Product Line Support Group Leader - Autoimmunity Diagnostics | National
USA
Full-time
Onsite
Senior Level
7+ years expWerfen is a growing, family-owned, innovative company that specializes in diagnostics. The Product Line Support Group Leader is responsible for leading a specialized service team to ensure high-quality customer service and operational excellence in the field service domain.
Health CareHospitalManufacturingMedical Device
Responsibilities
Provide leadership, support, and oversight to a team of field service engineers, ensuring they deliver exceptional service to customers across North America
Monitor Key Performance Indicators; Set clear objectives for team, regularly reviewing performance and implementing necessary improvements to ensure success
Create and implement standardized processes; Drive technical and effectiveness initiatives to meet North American Service & Support operational plan
Responsible to observe and assess North America Service & Support staff from a technical perspective; assist management to create improvement plans and execute monitoring
Provide direct oversight, management and action planning of escalated customers and unresolved instrument issues. Onsite visits with local Field Service and/or direct staff as required
Provide 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
Maintain expert knowledge of current Werfen products, field service, technical support and application practices through cross functional internal networking, field travel, self-study and continuing education
Responsible for complying with all applicable Quality and Regulatory requirements, mandated policies, procedures, work instructions, and records, ensuring all records are compliant, complete, and accurate
Creates, communicates, and distributes innovative technical content to ensure North America Service & Support staff remains competent on product
Performs other duties and responsibilities as assigned
Qualification
Required
Associates Degree in Electronics, Biomedical Engineering, Medical Technology, or related industry training required
Minimum 7 years of experience in a service, support, or similar role within a healthcare customer-facing or support environment
Working knowledge of Laboratory Information Systems, Data Management Solutions, and network connectivity
Working knowledge of personal computers and Windows Operating Systems; legacy up to current version
Strong decision making skills, with the ability to align group activities with overall business objectives
Advanced organizational and time management skills; ability to multi-task, work under pressure and exercise good judgement
Strong communication and cross-functional skills; ability to work in a team environment, collaborating with colleagues to drive and achieve business goals
Outstanding attention to detail
Ability to convey complex theories and procedures to functional practice and understanding to a varying audience
Basic leadership & mentorship skills; Conflict Resolution
Must consistently demonstrate and be an ambassador of our Werfen Values
Field based; Up to 80% overnight travel
Preferred
Minimum 2 years in a leadership position preferred
Company
Werfen
Werfen is a developer, manufacturer and distributer of IVD testing solutions.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Dominique Petitgenet
Chief Operating Officer, Transfusion & Transplant
Ken Vogel, HCS
Human Resources Business Partner
Recent News
MarketScreener
2025-12-17
2025-12-08
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