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Technical Support Engineer
2 months ago
MAJOR DUTIES AND RESPONSIBILITIES:
- The Technical Support Engineer will be responsible for Tier 2 technical support to Field Service Engineers and Customers to resolve technical/logistic issues in the field.
- The Technical Support Engineer will help the Technical Support Manager develop and implement in-house Service Training in support of current products and new product launches by aiding in the creation of training materials and presentations, technical documents and bulletins, and test procedures.
- The Technical Support Engineer will help the Technical Support Manager and Service Management teach techniques for troubleshooting fluidic and electronic issues and laser alignment.
- Technical Support Engineer will help Technical Support Manager to develop technical improvement plan on critical issues observed based on service history. Present such plan proposal to other engineering function group to improve current product performance.
- The Technical Support Engineer will assist the Operations team with product troubleshooting and documentation.
- Tech Support Engineer will be responsible for answering questions from customer calls in technical support phone line and from technical support email box and provide resolution to customer.
MINOR DUTIES AND RESPONSIBILITIES:
- The Technical Support Engineer will work with the Technical Support Manager and Purchasing to identify serviceable parts, assess the specification requirements for these parts, help track consumption and forecast usage.
EDUCATION REQUIREMENTS:
- At least a BA/BS in Engineering, Life Sciences, Biological areas, or closely related discipline.
- MS or above degree is preferred.
QUALIFICATIONS:
- At least 2 years of hands on Service Experience with medical equipment is required, 4 years preferred.
- Experience with Flow Cytometry a plus.
- Computer proficiency is required, including skills with the use of Microsoft Operating Systems and Applications and simple networking configurations.
KEY SKILLS AND COMPETENCIES:
- Demonstrated analytical thinking abilities with technical orientation applicable to product design and fault identification.
- Demonstrated ability to operate independently and strategically to achieve individual and corporate goals.
- Proven ability to read, analyze, and interpret documents such as package inserts, technical procedures, schematics, mechanical drawings and government regulations. Demonstrated strong organizational and relationship development skills.
