Digital Solutions Staff Service Engineer

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.

Job Summary

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 the hospital’s IT department.

• Perform required technical training sessions.

• 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 complex installs at client sites.

• Create Service related documentation.

• Assist and mentor more junior members of the team.

• Lead projects to analyze and identify improvements of the Digital Solutions.

• Be the technical referent for his/her product and also have experience with other products of the company.

• Standardize and document best practices, deployment guidelines, and troubleshooting procedures for automation solutions.

• Support pre-sales and project phases by providing technical expertise on automation architecture and feasibility.

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, or equivalent work experience

• Experience: More than 10 years of experience in technical service with at least 3 of them in a Senior position.

• Additional Skills / Knowledge:

· Networking: Inter-network troubleshooting. Network creation and definition. Advanced Network Hardware understanding. Evaluate and identify possible Network issues and bottlenecks.

· Operating Systems: Advanced scripting. OS Hardening configuration. Installation, Boot and partitions troubleshooting. Advanced OS cybersecurity.

· Databases: PL/SQL programming and scripting. Define disk usage and Database schema. Cloud databases configuration, connectivity and usage. Capacity planning.

· Virtualization: Virtualization strategy planning, Networking, monitoring and Security definition. Cloud Virtualization design and definition.

· Cloud: Cloud Architecture design. Platform management. E2E solutions in the cloud. Automation. Performance Testing. Analytics definition.

· Communication Protocols: Complex protocol integration definitions. Mapping, unit conversion, transformation configurations.

· Application/Web Servers: LAMP Applications design and definition. Capasity Management. Server Optimization and automation. Basic programming understanding. Backup and recovery strategy definition.

· Cybersecurity: IT support Cybersecurity Strategy. Risk Management. Customer Support Cybersecurity process definitions.

· Hardware: Hardware architecture definition. Relation with Virtualization and Cloud requirements.

· Mentoring and motivating regional teams through remote and onsite support of Laboratory Automation projects.

· Strong understanding of laboratory automation workflows and system integration.

· Hands-on experience with laboratory automation systems and track solutions in clinical environments.

Skills & Capabilities:

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

• Excellent communication 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 hospitals and laboratories.

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

Travel requirements:

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