Product Specialist Acute Care Middle East

About Werfen

Werfen is a globally recognized, family-owned enterprise established in 1966 in Barcelona, Spain. As a leader in specialized diagnostics, the company operates across critical sectors including Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through its Original Equipment Manufacturing (OEM) division, Werfen conducts cutting-edge research, development, and production of customized assays and biomaterials. With a direct presence in 30 countries and an extensive network spanning over 100 territories via distributors, Werfen’s headquarters and technology centers are strategically located in the US and Europe. In 2022, the company achieved worldwide sales exceeding €1.84 billion, supported by a workforce of more than 7,000 professionals.

Job Summary

The Product Specialist for Acute Care in the Middle East will serve as a key technical consultant, delivering exceptional support to partners and affiliates within the EEMEA (Eastern Europe, Middle East, and Africa) region. This role is pivotal in ensuring the seamless adoption and utilization of Acute Care product solutions through comprehensive application training, technical guidance, and troubleshooting. The specialist will also play an integral role in executing the marketing strategy for Acute Care products, collaborating closely with the EEMEA Marketing team to drive regional success.

Key Accountabilities

• Theoretical and Practical Training: Deliver in-depth application training to partners and stakeholders, covering both theoretical foundations and hands-on practical sessions to ensure proficient product usage.
• Technical Support and Troubleshooting: Provide second-level application support via telephone, email, and on-site visits, addressing complex technical queries and resolving performance issues. Conduct first installations in partner countries as required by EEMEA policy.
• Regional Support and Coordination: Organize and execute regular visits to selected countries to support partners, fostering strong relationships and enhancing local application capabilities. Work collaboratively with distributors to ensure customer satisfaction and operational efficiency.
• Quality and Performance Management: Serve as the primary point of contact for troubleshooting quality and performance issues, managing and escalating complaints to the SBU (Strategic Business Unit) when necessary.
• Cross-Functional Collaboration: Partner with internal teams, including Customer Support, Marketing, Logistics, RA&QA (Regulatory Affairs & Quality Assurance), Compliance, and Administration, to align with the company’s commercial strategy and support IT solution implementations.
• Knowledge Dissemination: Share timely technical product updates with all relevant stakeholders, ensuring access to the latest operator manuals, product information, and supporting documentation through internal communication channels.
• Strategic Alignment and Reporting: Conduct support meetings and conference calls with partners to align on application strategies and actions. Provide regular updates to the EEMEA internal team and management on key support projects and initiatives.
• Continuous Learning and Development: Attend international meetings to stay abreast of technical updates, best practices, application strategies, and corporate projects, ensuring the highest level of expertise is maintained.
• Pre-Sales and Tender Support: Assist partners, particularly in non-zero distance countries, with tender technical specifications and other pre-sales activities. Support distributors in evaluating solutions for commercial prospects to drive informed decision-making.
• Marketing Plan Execution: Support the implementation of the marketing plan for Acute Care products in the assigned region, coordinating with the EEMEA Marketing team. Assist in organizing educational events aligned with the marketing strategy and advise channel managers and Key Account Managers (KAMs) on optimal product solutions for commercial opportunities.
• Profit Analysis Support: Contribute to profit analysis for tenders, ensuring strategic and financially sound decision-making.

Networking and Key Relationships

The role requires close collaboration with both internal and external stakeholders to drive success:

• Internal Stakeholders: Key Account Managers (KAMs), Customer Support, Marketing, Logistics, Regulatory Affairs & Quality Assurance (RA&QA), Compliance, and Administration Office.
• External Stakeholders: Distributors, clients, end-users, suppliers, and Key Opinion Leaders (KOLs).

Minimum Knowledge & Experience Requirements

• Education: A Master’s Degree in a scientific, technical, or biomedical field.
• Experience: Demonstrated technical and scientific expertise in Acute Care diagnostics or related disciplines, with a proven track record in application support, training, and troubleshooting within the healthcare or diagnostic industry.