Technical Service Team Lead Benelux; m​/f​/d

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. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors.

Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

As a Technical Service Team Lead, you are the first level escalation in Be Ne Lux  for solving complex technical problems within the Benelux Service organization. You serve as the technical point of contact for both internal and external stakeholders and actively contribute to process improvement, knowledge sharing, and innovation. You have a strong technical background and are able to analyze and resolve technical issues independently and as part of a team.

Additionally, you play a key role in coaching and developing team members.

Key Accountabilities

Technical Problem Solving:

• Independently and collaboratively resolve complex technical malfunctions and issues related to diagnostic equipment and systems. Act as the escalation point for technical issues that cannot be resolved by Field Service Engineers. Follow up on all relevant KPI’s for the performance of the technical team (IFR, MTBF, MTTR, WeListen,...)

Technical Support & Advice:

• Provide in-depth technical support to customers, Field Service Engineers, and other departments. Advise on technical improvements and optimizations.

Knowledge Sharing & Training:

• Develop and deliver technical training for colleagues. Keep training materials up to date in collaboration with the SBU’s and other relevant departments.

People Management:

• Guide, coach, and motivate team members. Support onboarding and development of new employees. Foster a culture of collaboration and continuous improvement.

Quality Assurance & Compliance:

• Ensure compliance with quality standards and regulations in all technical activities. Represent the technical team during Quality Audits. Document procedures, incidents, and improvement actions. (CAPA)

Cross-functional Collaboration:

• Work closely with other departments such as Sales, Application, and Digital Solutions to translate customer needs into technical solutions and product improvements.
• Assure planning and helpline back-up in case of absence of the TS Coordinator.

Networking

Internal
:

FSE Team:
Lead and manage the Technical Service team (FSE), foster a collaborative and innovative team culture, ensuring continuous professional development and effective project delivery.

Department Heads and Managers:
Work closely with Operations Director, Marketing , Sales, Regulatory Affairs, Quality Assurance and Applications Manager to ensure all installations meet their specific needs and objectives. Facilitate cross-departmental collaboration for seamless project execution and innovation.

Regulatory and Compliance Team:
Ensure all installations comply with industry regulations and standards. Collaborate on regulatory submissions and audits to maintain compliance.

Finance and Procurement:
Work with the finance team to develop and manage budgets for Technical Service

Customer Service and Support:
Collaborate to enhance customer experience and address technical issues promptly.

External
:

Customers and end users:
Maintain strong relationships with customers to understand their needs, gather feedback, and ensure satisfaction. Go on site when necessary.

Vendors and Technology Partners:
Manage relationships with external vendors and technology partners to ensure the delivery of high-quality digital products and services.

Negotiate contracts and service level agreements to meet the company’s requirements.

Consultants and Contractors:
If applicable, oversee the work of external consultants and contractors. Ensure their contributions align with project goals and company standards.

Cross-Functional Project Teams:
Form and lead cross-functional teams for specific…