Director, Global Systems Support

Werfen

Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized diagnostic instruments, related reagents, automation workcells, and data management solutions for use primarily in hospitals and independent clinical laboratories. The Company's business lines include Hemostasis, Acute Care, and Autoimmunity diagnostics, as well as Original Equipment Manufacturing. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Our North American Commercial Operations, as well as our Headquarters and Technology Center for Hemostasis and Acute Care Diagnostics, are based in Bedford, MA. Our Headquarters and Technology Center for Autoimmunity Diagnostics is based in San Diego, CA. Additionally, our Technology Center for Hemostasis and Blood Gas Reagents is in Orangeburg, NY, and our Technology Center for Whole Blood Hemostasis is in San Diego, CA.

Job Summary The Director, Global Service is responsible for directing and providing strategic leadership to Autoimmunity's customer support team. Responsibilities include ensuring operational plans are developed and executed to achieve department and company strategic goals. Responsible for developing strategic plans for assigned teams to meet or exceed department goals and provide "best in class" customer service and technical support to internal and external customers. Responsible for the recruitment, performance management and development of teams. Provides leadership, support and development to management and individual contributor staff to achieve department and organizational goals. Serves as a leader on the Autoimmunity Management team.

Key Accountabilities

• Successfully directs operations of the Autoimmunity technical support
• Directs the operations of assigned teams to ensure Autoimmunity provides best in class support to customers, exceeding customer and service level expectations.
• Supports direct and indirect reports by ensuring tools, processes and metrics maximize Autoimmunity's ability to place instruments with customers, including installation, training, troubleshooting, service coordination and issue resolution.
• Continually assesses operating procedures and implements changes to improve operations, results, service, and costs.
• Responsible for ensuring teams develop, manage and report KPIs to track and enhance
• Maintains customer relationships to expedite resolution of issues and improve overall customer relations, sales volumes and Inova's profile in the market.
• Assists Leadership by providing recommendations for strategic plans to improve Autoimmunity's performance in the market.

People Manager Accountabilities

• Responsible for consistently demonstrating the competencies of Werfen's Role of the Manager program and executing the expectations of all Werfen People Managers.
• Ensures assigned management team develops and implements operational plans to reach company and department goals, in compliance with Quality Management System (QMS), company policies and applicable legal and employment law regulations.
• Provides leadership and direction to team to ensure understanding of strategic and functional goals of assigned area.
• Develops high performing teams that achieve goals; creates a team environment focused on continuous improvement, quality management, effective management of resources and strong performance management, including setting clear expectations, effective communication and leadership, coaching and meaningful feedback.
• Creates a culture of compliance with applicable Inova standard operating procedures (SOPs), ISO, FDA and other Quality Systems regulations (QSRs), as well as applicable Environmental Health & Safety, Human Resources and other regulatory and administrative policies.
• Reflects Werfen Values as a role model to employees, customers, and business

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key Relationships

• Autoimmunity Management Team
• Marketing team
• Research & Development teams
• Werfen Service Teams
• Other Werfen organizations, teams, affiliates and distributors

Minimum Knowledge & Experience required for the position:

Education:

• Bachelor's degree in biological or related sciences required; master's degree

Experience:

• Minimum of twelve (12) years' experience leading technical support services in a biotechnology environment required, IVD and/or medical device experience strongly
• Minimum of ten (10) years progressive experience in business and people management required, including building and developing high performing teams and ensuring compliance with company policies and related laws and regulations.

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities

• Thorough knowledge of in-vitro diagnostics, autoimmune and infectious disease markets and immunoassay instrumentation strongly preferred.
• Deep understanding of customer base, including customer needs and
• Skilled at analyzing and interpreting scientific data, technical journals, financial reports, government regulations and legal documents.
• Strong financial acumen and aptitude (P&L, ROI, NPV, )
• Has demonstrated experience and a track record of leading in a high performing team
• Exceptional collaboration and emotional intelligence
• Developing and maintaining stakeholder relationships, both internal and external to the company.

People Manager Core Competencies:

Building Talent

Planning and supporting the development of individuals' knowledge, skills, and abilities so

that they can fulfill current or future job responsibilities more effectively.

Customer Focus

Ensuring that the internal or external customer's perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers' and own organization's needs; promoting and operationalizing customer service as a value.

Decision Making

Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Driving for Results

Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.

Driving Innovation

Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external); encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.

Emotional Intelligence Essentials

Establishing and sustaining trusting relationships by accurately perceiving and interpreting

own and others' emotions and behavior; leveraging insights to effectively manage own responses so that one's behavior matches one's values and delivers intended results.

People Manager Accountabilities:

Effectively carries out the expectations of Werfen People Managers as defined in Werfen's Role of the Manager program. Among others this includes maintaining regular, at minimum once a month, and transparent communication with the team through effective use of formal one-on-one meetings with direct reports and team meets. Managing performance issues and conflict proactively; uses judgement in consulting with department leadership and Human Resources. Responsibility for the teams compliance in terms of training, and fulfilment of their tasks and objectives as well as onboarding of new employees and development of the existing team.

Travel Requrements:

• Approximately 35% of time, may include international and occasional short notice

The salary range for this position is currently $160,000 -$220,000. Individual compensation is based on the candidate's qualifications for the position, including experience, skills, knowledge, education, certifications, internal equity, budget and/or other business and organizational needs.

If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.

Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 5,000 employees around the world comprise our Werfen team.