Application Support Specialist

• Interact directly with customers and colleagues via phone or electronic channels
• Greet customers warmly and determine the nature of their inquiry
• Provide scientific and technical support on IVD instruments and reagents
• Offer accurate, complete, and relevant information to resolve technical or application-related issues, proposing solutions in case of product malfunction
• Work autonomously and escalate situations that may impact customer satisfaction
• Refer issues to the Field Service Engineer (FSE) or Field Application Specialist (FAS) when on-site action is needed
• Identify and assess customer needs to ensure high satisfaction
• Organize workflows to meet response time expectations
• Manage manufacturer complaints, offer appropriate alternatives or solutions, and follow up to ensure resolution
• Support the Werfen Sales Department with scientific and technical input
• Collaborate with other departments, involving the right specialists to ensure proper customer service
• 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
• Prepare and distribute customer activity reports
• Provide feedback on customer service processes and suggest improvements
• Follow Werfen’s communication protocols, guidelines, and corporate policies
• Comply with the company’s ethical code of conduct

• Bachelor’s degree in Biochemistry, Biology, or Health Sciences (or equivalent)
• Strong knowledge of Autoimmunity and Immunohematology is required
• Solid understanding of laboratory techniques
• Familiarity with Autoimmunity techniques such as ELISA and IFA
• Self-motivated, responsible, and capable of working independently
• Problem-solving mindset, with strong analytical and decision-making skills
• Ability to stay calm under pressure and work effectively in a team
• Excellent communication skills, both written and spoken
• Strong organizational and planning abilities
• Detail-oriented, with a proactive and customer-focused approach
• Positive and helpful attitude
• Team player with good interpersonal skills
• Moderately extroverted, optimistic, and enthusiastic personality
• Proven customer support and telephone skills
• Fluency in Spanish
• Solid English skills, sufficient for reading, understanding, and drafting technical content

Knowledge of additional local languages (Catalan, Basque, or Galician) is a plus