Service Development Engineer, Instrument Service

2 months ago

Madison, United States Promega Full time

Job Description:

JOB OBJECTIVE: Lead and assist in improving, and implementing service processes, documentation, training, tools, and systems for Promega Instruments. Launch and deploy these resources for use in the global support and service of instrument products. Deliver resources to global end users consisting of direct and indirect Promega teams, as well as distributors and third-party service teams. Serve as a liaison between field and depot service and R&D, Product Management, and Operations to ensure products are serviced effectively and efficiently.

CORE DUTIES:

1. Serve as the Instrument Service Core Team representative on New Product Introduction projects and On-Market Product projects and product changes. Complete service deliverables per the project timeline. Launch documentation, processes, and training per the project timeline. Serve as project coordinator for service deliverables. Initiate, review, and implement engineering change orders.

2. Serve as a bridge between field & depot service and R&D, Product Management, and Operations.

Provide effective communications to the field and gather feedback from the service teams regarding product performance and issues.
Coordinate with other groups and teams for design reviews, testing plans, reliability, and manufacturing processes to solve product issues and production problems.

3. Help define global service products (Service Agreements, PM, IQOQ etc.) in line with design requirements, operational needs, and applicable standards.

4. Lead and assist in developing, improving, and implementing service processes, documentation, training, tools, and systems for Promega Instruments, in collaboration with Product Support Engineers, Field Support Engineers, and Training.

Translate R&D and manufacturing documentation and information into field service manuals.
Conduct serviceability design reviews and provide insights and suggestions to improve product requirements, designs, prototypes, and participate in product testing.
Collaborate with R&D and Operations to identify spare parts.
Work with the training coordinator to create and improve training materials and resources.
Participate in training trainers to support the rollout of training programs.
Integrate service bulletins and other updates into service manuals to ensure service personnel have up to date information.

5. Launch and deploy processes, documentation, tools, and training to global support and service instrument teams; Promega employees, distributors, and third parties.

6. Participate in all operational aspects of instrument service and instrument field support. This includes instrument installation, preventive maintenance, repair, and service support. Identify problems as they occur and take appropriate steps to solve them.

7. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.

8. Embracing and being open to incorporating Promegas 6 Emotional & Social Intelligence (ESI) core principles in daily work.

9. Understands and complies with ethical, legal and regulatory requirements applicable to our business.


KEY QUALIFICATIONS:

1. Bachelors degree in scientific or engineering discipline.

2. Minimum of 3 years of instrument or device service experience.

3. Minimum of 2 years of experience introducing new hardware and software products, instruments, or devices into a global service and support organization.

4. Experience with developing and deploying technical service manuals and training programs.

5. Ability to work cooperatively and effectively in a team environment with other Promega staff and external customers throughout the execution of assigned projects.?

6. Ability to work independently with moderate supervision and with other team members in a cooperative manner.?

7. General Knowledge of instrument safety and regulatory compliance.??

8. Excellent verbal and written communication skills. Ability to communicate with customers and staff via telephone, email and in person. Fluent in English.

9. Comfortable with giving presentations and speaking in front of audiences with the ability to think quickly to effectively address questions.

10. Computer experience using programs including, but not limited to, Windows, Word, Excel, and others. In addition, ability to learn and use new programs as needed.

11. Current drivers license and passport.

12. High technical competency with the ability to stay current in technical knowledge as related to Promega instrumentation.

13. Customer service skills with a dedication to customer support.

14. Well organized and able to prioritize workload and schedule, manage multiple projects, meet aggressive deadlines and work in an environment with frequent interruptions and changing priorities.


PREFERRED QUALIFICATIONS:

1. Experience writing technical manuals and delivering training to a technical audience within the life science or clinical field.

2. Experience working in a GMP or ISO 9000 and/or ISO 13485 environment.

3. Experience training and working with international colleagues and customers.

4. Familiarity with failure analysis, process development, application flows, particle contamination, material issues, system interconnects, software and controls, networking, and customer points of view.

5. Experience repairing and maintaining instrumentation in the life science or clinical field.

PHYSICAL DEMANDS:

1. Ability to use standard laboratory equipment.?

2. Ability to wear safety equipment and follow safety guidelines while in the laboratory.?

3. Ability to lift and move packages weighing up to 50 lbs. as required.?

4. Ability to travel up to 20% of the time.



At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.

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