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Field Support Technician

2 months ago

Irving, United States Collabera Full time

As a Field Support Technician, you will be an integral part of our global support team, providing Level 3 field support both remotely and onsite. You will serve as a liaison between the global field service organization and internal functions such as manufacturing, quality, and R&D. This role involves developing service strategies, creating documentation for customer and employee support, and executing service deliverables as part of cross-functional teams.


What You’ll Work On

  • Global Field Support: Provide Level 3 field support globally, including remote support and onsite support. Act as a liaison between the global field service organization and internal functions such as manufacturing, quality, and R&D.
  • Service Strategy and Documentation: Develop service strategies and documentation for both customer and employee support. Provide SME support for cross-functional teams and execute assigned service deliverables.


Core Job Responsibilities

Level 3 Field Support:

  • Provide phone and email coverage and documentation.
  • Implement and maintain the effectiveness of the quality system.
  • Identify and troubleshoot basic instrument and/or assay issues using service tools, manuals, and log analysis as appropriate.
  • Develop action plans for account resolutions.
  • Perform technical responsibilities of local service personnel, including repairs, TSBs, and installations.
  • Gather data and monitor service goals.

Training:

  • Follow processes and procedures related to instrumentation and customer interaction.
  • Critically evaluate Field Service Representative performance and provide feedback to the management team.

Service Documentation:

  • Redline and/or develop service/quality documents with assistance from senior professionals.
  • Serve as a Subject Matter Expert (SME) for cross-functional site documents.
  • Perform the service documentation approval process while forming relationships with appropriate areas.

Product Support:

  • Represent Global Service at cross-functional meetings.
  • Manage assigned deliverables, including due dates, resources, and time requirements, as a project team member.
  • Support instrument manufacturing as needed.

Service Strategy:

  • Identify, develop, and implement new service tools, parts, and procedures to reduce global service costs.
  • Provide input on retrofit budget strategy and Top-10 issue tracking.
  • Participate in cross-functional teams (TPD, manufacturing, local service, etc.) to resolve instrument, software, and/or assay issues quickly and effectively.
  • Work with the field and planners on part stocking recommendations.


Position Accountability / Scope

  • Work with ADD Service Representatives worldwide to ensure timely issue escalation/resolution.
  • Ensure compliant, technically accurate service documentation.
  • Collaborate closely with R&D, TPD, and Marketing to develop and implement service strategies for existing and new products.


Education and Experience

  • Education: Minimum Bachelor's degree.
  • Experience: Relevant experience in field support, preferably within the medical devices industry.