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Product Line Support Group Leader - Autoimmunity Diagnostics

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werfen

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Location:
United States , Field

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Responsible for a Specialized Service team with an emphasis on standardization, accuracy and quality that drives team performance and ensures the delivery of world class customer service. The Product Line Support Group Leader provides operational direction, drives field service technical competency, escalation management resolution, and promotes a culture of continuous improvement.

Job Responsibility:

  • Provide leadership, support, and oversight to a team of field service engineers
  • Monitor Key Performance Indicators
  • Create and implement standardized processes
  • Observe and assess North America Service & Support staff from a technical perspective
  • Provide direct oversight, management and action planning of escalated customers and unresolved instrument issues
  • Provide direct support to Field Service Engineers to diagnose, analyze, troubleshoot, and fault isolate instrument symptoms
  • Maintain expert knowledge of current Werfen products
  • Responsible for complying with all applicable Quality and Regulatory requirements
  • Creates, communicates, and distributes innovative technical content

Requirements:

  • Associates Degree in Electronics, Biomedical Engineering, Medical Technology, or related industry training required
  • Minimum 7 years of experience in a service, support, or similar role within a healthcare customer-facing or support environment
  • Minimum of 2 years in a leadership position preferred
  • Working knowledge of Laboratory Information Systems, Data Management Solutions, and network connectivity
  • Working knowledge of personal computers and Windows Operating Systems
  • Strong decision making skills
  • Advanced organizational and time management skills
  • Strong communication and cross-functional skills
  • Outstanding attention to detail
  • Ability to convey complex theories and procedures
  • Basic leadership & mentorship skills
  • Conflict Resolution

Additional Information:

Job Posted:
January 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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