KEY ACCOUNTABILITIES

• Install and configure Werfen software solutions at customer sites, ensuring integration with third-party systems where required
• Assist customers with IT and connectivity issues, both remotely and on-site, ensuring timely resolution and customer satisfaction
• Escalate technical issues, software bugs, or complex incidents to the appropriate internal teams (e.g. Development, Global IT support, Cybersecurity teams)
• Build strong customer relationships by clearly communicating issue status, timelines, and solutions
• Perform technical training sessions for end users and internal support staff on the operation, troubleshooting, and maintenance of Digital Solutions
• Support the development and validation of analyzer interfaces, addressing technical questions related to standards such as HL7 and ASTM
• Track and documents all work performed using the ticketing system, including installation records, service logs, and customer communication
• Stay up to date with the latest software releases, features, and technical documentation of Werfen’s digital solutions
• Provide basic support for the local infrastructure required to operate Werfen’s software, including servers, communication boxes, and network interfaces (when applicable)
• Identify and flag potential product risks or regulatory concerns to the appropriate departments (e.g., QARA, IT Manager)
• Follow established security and data protection procedures in line with corporate policies
• Perform other related duties and responsibilities as assigned by the IT Manager

MINIMUM KNOWLEDGE & EXPERIENCE REQUIRED FOR THE POSITION

• Bachelor’s degree in Engineering or equivalent
• Knowledge of server hardware and software (OS), administration and maintenance
• Knowledge of ASTM and HL7 standard communication protocols
• Virtual machines implementation and maintenance
• Good knowledge of computer networking (LAN/Wlan/network diagnostics, etc.)
• Fluent in English and Dutch, any other language is a plus
• Knowledge of LINUX is a plus
• Knowledge in databases and SQL is a plus

SKILLS & CAPABILITIES

• Team player
• Ability to meet and exceed customer needs (internal & external).
• Ability to prioritise workload and deliver results
• Flexibility and proactivity in fast changing environments.
• Aligned with the Werfen Values.
• Communication and Interpersonal Skills: Strong communication and interpersonal skills, with the ability to engage effectively with all levels of the organization, stakeholders, and customers.
• Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to address complex issues, make data-driven decisions, and implement practical solutions.

TRAVEL REQUIREMENTS

Travel to customers in the Benelux region when required
Travel to atten tranings/courses should be expected from time to time
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.
www.werfen.com
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