Digital Solutions 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.

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:

  • At least 2 years of experience in technical service for applications running in on-premise and cloud environments.

• Additional Skills / Knowledge:

  • Networking: Enterprise Network concepts. Network security. Firewalls. Intermediate Troubleshooting (Logs, monitoring tools, sniffers). OSI layers.

  • Operating Systems: Configuration of OS's: Registry, drivers, workgroups. Log files troubleshooting. User management. Drive/disk management. Processes understanding. Licensing.

  • Databases: Intermediate SQL commands. Check database Data status and healthyness. Database concept definitions: Schema, User, primary key… Understand different backup strategies and their use.

  • Virtualization: Virtualization environment management. CPU, Disk space and Networking monitorization. Virtualization testing. Log troubleshooting and information gathering.

  • Cloud: APIs understanding. SaaS, PaaS, IaaS. Cloud platform monitorization (Storage, CPU, Network).

  • Communication Protocols: Communication protocol documentation understanding. Field identification. Intermediate troubleshooting. Conversation analyis. Acknowledge proceses. Middlewares functions basic understanding. OSI layers.

  • Application/Web Servers: LAMP Applications understanding. General application monitorization (processes, CPU, disk space). User management. HTML, CSS, Appliction networking and access. Backup and recovery execution.

  • Cybersecurity: Security in protocols. Basic data protection legislation knowledge (GDPR, HIPPA). Company processes for Cybersecurity. Incident Response.

  • Hardware: Basic Hardware troubleshooting. Hardware functionality logging. Disk and memory management. Definitions: RAID, NAS, UPS… Manage hardware requirements.

  • Knowledge of automation lines in laboratory environment would be a plus.

  • Knowledge of ASTM and HL7 communication protocols would be a plus.
    

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.