Overview

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.

 

 

 

Job Summary

The Director, Global Service is responsible for directing and providing strategic leadership to Autoimmunity’s customer support team. Responsibilities include ensuring operational plans are developed and executed to achieve department and company strategic goals. Responsible for developing strategic plans for assigned teams to meet or exceed department goals and provide “best in class” customer service and technical support to internal and external customers. Responsible for the recruitment, performance management and development of teams. Provides leadership, support and development to management and individual contributor staff to achieve department and organizational goals. Serves as a leader on the Autoimmunity Management team.

 

 

 

Responsibilities

Key Accountabilities

• Successfully directs operations of the Autoimmunity technical support
• Directs the operations of assigned teams to ensure Autoimmunity provides best in class support to customers, exceeding customer and service level expectations.
• Supports direct and indirect reports by ensuring tools, processes and metrics maximize Autoimmunity’s ability to place instruments with customers, including installation, training, troubleshooting, service coordination and issue resolution.
• Continually assesses operating procedures and implements changes to improve operations, results, service, and costs.
• Responsible for ensuring teams develop, manage and report KPIs to track and enhance
• Maintains customer relationships to expedite resolution of issues and improve overall customer relations, sales volumes and Inova’s profile in the market.
• Assists Leadership by providing recommendations for strategic plans to improve Autoimmunity’s performance in the market.

 

People Manager Accountabilities

 

• Responsible for consistently demonstrating the competencies of Werfen’s Role of the Manager program and executing the expectations of all Werfen People Managers.
• Ensures assigned management team develops and implements operational plans to reach company and department goals, in compliance with Quality Management System (QMS), company policies and applicable legal and employment law regulations.
• Provides leadership and direction to team to ensure understanding of strategic and functional goals of assigned area.
• Develops high performing teams that achieve goals; creates a team environment focused on continuous improvement, quality management, effective management of resources and strong performance management, including setting clear expectations, effective communication and leadership, coaching and meaningful feedback.
• Creates a culture of compliance with applicable Inova standard operating procedures (SOPs), ISO, FDA and other Quality Systems regulations (QSRs), as well as applicable Environmental Health & Safety, Human Resources and other regulatory and administrative policies.
• Reflects Werfen Values as a role model to employees, customers, and business

 

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key Relationships

• Autoimmunity Management Team
• Marketing team
• Research & Development teams
• Werfen Service Teams
• Other Werfen organizations, teams, affiliates and distributors

 

 

 

 

Qualifications

Minimum Knowledge & Experience required for the position: