Application Support Specialist - Hybrid Working

The primary responsibility of this role is to provide technical and application support for instrumentation and assays related to our core products and Business Units. Key tasks include addressing break/fix issues, resolving configuration problems, and guiding customers through troubleshooting steps. Additionally, the role involves conducting in-depth error investigations to resolve issues before escalating them to Application Specialists or Field Service Engineers. The HelpLine Application Support Specialist must demonstrate excellent verbal and written communication skills, as the role interacts with a wide range of stakeholders, primarily from the clinical field, but also commercial, technical, and managerial profiles. Support is delivered mainly via phone and remote access tools. Provide scientific and technical support on IVD instruments and reagents. Refer issues to the Field Service Engineer (FSE) or Field Application Specialist (FAS) when on-site action is needed. Support the Werfen Sales Department with scientific and technical input. Keep up to date with technical knowledge and skills. Attend scientific and technical training sessions, both internal and external. Go the extra mile to engage customers and build long-term trust through open, interactive communication. Networking/Key relationships Due to the wide product portfolio supported by HelpLine, staying up to date on technologies and processes is critical. Key Account Managers and Field Application Specialists. IT Operations (LIS and Middlewares) IT Corporate (internal)

Bachelor’s degree in Biochemistry, Biology, or Health Sciences (or equivalent). Strong organizational and planning abilities. Team player with good interpersonal skills. Proven customer support and telephone skills. Fluency in Spanish; knowledge of additional local languages (Catalan, Basque, or Galician) is a plus. Solid English skills, sufficient for reading, understanding, and drafting technical content.

Occasional travel (up to 10–20%), mainly within Spain, for training sessions and occasional customer visits.