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HelpLine Support Manager

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werfen

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Location:
Spain

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The HelpLine Support Manager will lead a group of specialists responsible for providing high-quality application support for in vitro diagnostic systems used in Hemostasis environments. He/she must contribute to the department’s strategy from the functional unit, providing insights and proposals for overall improvement and integration with other Business Units. In addition to managerial responsibilities, the HelpLine Support Manager will maintain a hands-on role in technical support activities when required, ensuring continuity of expertise and direct engagement with customer needs. This includes providing troubleshooting, guidance on complex cases, and supporting escalations. This position requires balancing managerial duties with operational involvement to guarantee service excellence. In a global perspective, the manager oversees team performance, builds capabilities, and acts as a key interface between internal stakeholders and the broader organization.

Job Responsibility:

  • Directly manage the Application Support team for Hemostasis products
  • Act as a technical resource when required, providing advanced troubleshooting and direct contact to Customers
  • Plan resources, organise 24x7 on-call shifts and ensure operational coverage
  • Monitor SLAs, KPIs and implement continuous improvement actions
  • Coordinate with other Managers (HelpLine, IT Support) to optimise processes, resolve incidents and build strategies within our department
  • Participate in strategic projects and cross-functional initiatives
  • Ensure compliance with quality, regulatory and security policies
  • Assure high standards in Customer Service satisfaction, quality and results
  • Collaborate with Sales, QA, IT Corporate and other departments to maintain smooth communication and alignment of objectives
  • Manage and drive internal projects under its own supervision

Requirements:

  • Degree in Science, Engineering or Technology
  • Minimum 3 years’ experience coordinating specialised teams
  • In-depth knowledge of IVD Haemostasis products
  • High command of English
  • Customer-oriented and experienced in technical service environments
  • Knowledge of IVD Laboratory products (instruments and reagents)
  • Knowledge of of clinical laboratory workflows, quality controls, and regulatory standards in in vitro diagnostics
  • Previous experience in corporate/global marketing and Database tools
  • Basic knowledge of Portuguese
  • Excellent interpersonal skills and a collaborative management style
  • Expertise in diagnostic instrumentation, assay principles, software interfaces, QC procedures, and laboratory validation methods
  • Excellent people manager, open to direction and collaborative work style and commitment to get the job done
  • Long term focus and planning
  • Strategic mindset
  • Strong coaching, conflict resolution, and decision-making abilities
  • Analytical thinking and problem-solving
  • Flexibility and adaptability in changing environments
  • Negotiation capabilities
  • Ability to work collaboratively and influence across teams
  • Strategic mindset and long-term vision

Additional Information:

Job Posted:
February 16, 2026

Employment Type:
Fulltime
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