Overview:
Join our dynamic team as a Global Support Engineer, where you'll lead the charge in resolving complex Level 3-4 escalation cases, ensuring customer satisfaction and continuous product improvement. Collaborate with cross-functional teams to enhance serviceability in new product development and drive efficiency in sustaining products and processes. Be at the forefront of innovation, working closely with Manufacturing Operations, Supply Chain, Quality, and Product Development teams to elevate product quality and customer experience through cutting-edge digital and remote support solutions.
Responsibilities:
* Drive resolution of Level 3 & 4 escalation cases through personal expertise and collaboration with cross-functional teams.
* Ensure resolutions include root cause identification and continuous improvements in products and processes.
* Reduce the cost of service by using a data-driven, problem-solving approach to instrument maintenance, repair, and documentation.
* Enhance serviceability and efficiency of service activities in new product development projects.
* Create, manage, and improve digital service content to support remote and digital solutions.
* Manage new product introduction projects to include all service functions including spare parts, PM kits, service documentation, and product launch monitoring.
* Plan, design, implement, and evaluate service training programs, coordinating and completing product training packages.
* Collaborate closely with Manufacturing Operations, Supply Chain, Quality, Product Development, and Regional Field Service Teams to drive product and process improvements.
Qualifications:
* BS degree in engineering, science, or other technical field, prior field service and/or technical support experience
* Expert experience with liquid chromatography and/or laboratory informatics solutions
* Demonstrated ability to deliver innovative solutions to high pressure problems.
* Strong written and verbal communication skills at all levels of the organization.
* Effective time management skills with the ability to handle multiple conflicting priorities at once.
* High software literacy, Empower software, experience with Microsoft Office Suite and Salesforce
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