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Instrumentation Laboratory - Bedford Product Line Support Manager in Bedford, Massachusetts


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.

Position Summary:

Under general supervision, provides a high level of service support on IL products to those organizations and individuals providing direct service to our customers. The Product Line Support Manager is responsible for management of technical service support, training, processes and procedures for a specified product portfolio to Affiliates, Distributors and Customers.

Key Accountabilities:

Essential Functions:

  • Leads or Supports service programs for assigned product line(s)

  • Acts as a main point of contact for new services and ideas and actively solicits input from internal and external channels to make product support and improvement recommendations

  • Responsible for the overall lifecycle of supported equipment including the introduction, production, post-production and end-of-support phases

  • Supports and executes beta programs to meet the objectives defined by Product Management, Engineering and Executive Team

  • Supports monthly product quality reviews to detect product and process trends. Defines key objectives/priorities to improve product performance. Reports issues, concerns and trends to QA, R&D and Operations

  • Provides technical leadership in product problem solving

  • Develops and manages spare part lists

  • Communicates service-oriented product updates to internal and external channels

  • Manages customer escalations regarding products; identifies root causes and plans and executes resolutions

  • Interfaces regularly and effectively with Affiliates and all groups within the company (direct field service organization, IL service affiliates and service distributors)

  • May be required to travel to customer sites to resolve complicated technical issues or to provide training to Affiliates or field personnel. This activity may require work or travel outside of the standard work schedule.

  • Provides feedback and insights to R&D regarding new products, from concept to release, relative to diagnostics, service philosophy, documentation and serviceability

  • Assists R&D, QA, Regulatory, Manufacturing Commercial Operations and Marketing as needed

  • May oversee one or more Associate PLSMs or Product Line Support Specialists

Secondary Functions:

  • Coordinates with internal support departments including Marketing, QA, R&D, and Finance to develop and implement cross-departmental processes to maximize service efficiency and productivity while controlling operating costs.

  • Uses analytics to assess business challenges and identify root causes to support worldwide Affiliates

  • Leads and/or supports projects as assigned by WW Service Director or Sr. Product Line Support Manager

  • Other duties as assigned

Budget Managed (if applicable)

  • N/A

Internal Networking/Key relationships:

To be determined based on department needs, to include interactions such as:

  • R&D

  • Quality Assurance

  • Manufacturing

  • Commercial Operations

  • Marketing

Skills & Capabilities:

  • Strong organizational skills and ability to support team members

  • Strong technical skills and the ability to learn new technologies as required

  • Ability to make timely decisions

  • Good presentation and public speaking skills

  • Strong decision-making skills

  • Great problem solving, strategic thinking, and technical skills

  • Deep customer empathy and ability to identify customer needs

  • Team player - Excellent interpersonal, communication and cross-functional skills, including working in matrix environment

  • Self-driven and ability to work with minimal direction

  • Highly energetic, able to multitask, establish priorities and work independently

  • Strong organizational awareness

  • Customer centric attitude – Demonstrates customer focus by promoting and maintaining strong customer relationships.

Werfen People Manager Competencies:

The following competencies form part of the competency model for People Manager at Werfen and form part of our mindset around People Management and Leadership. We expect all People Managers of Werfen not only to demonstrate, but also to constantly continue to develop, the following 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.

Minimum Knowledge & Experience preferred for the position:

  • Education:

  • Bachelor's degree in Engineering or related field required, or equivalent experience

  • Experience:

  • Minimum 4 years’ experience in a product support/technical environment required.

  • Experience with electro-mechanical equipment required.

  • Experience analyzing and presenting complex data required

  • Additional Skills/Knowledge:

  • Knowledge of Hemostasis/Critical Care instrumentation required

  • Solid understanding of business systems, computer hardware and software (Microsoft, Linux, SAP, Client Server Interface, VPNs, LIS/HIS interfaces, TCP/IP protocols, ASTM/HL7 interfaces) highly desirable

  • Experience working in a global business environment preferred

  • Green or Black Belt Certification desired

  • Language: Fluency in English required

International Mobility: Required:

  • No

Travel Requirements:

  • Up to 50% of time (domestic & international)

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.

Job ID: 2021-4480

Shift: Not Applicable

External Company URL:

Street: 180 Hartwell Road