HelpLine Support Manager Job at werfen

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

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HelpLine Support Manager

Job Description

Job Responsibility

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