Global Product Technical Support Engineer
3 weeks ago
Hybrid - Miami, FL
Job Description:
This position is part of the Global Product Technical Support Team which is a global team, and this position will be on-site in Miami, FL. Associates are expected to work at least three days in the office, with the opportunity to work 2 days remote. Our vision is to relentlessly reimagine healthcare, one diagnosis at a time. You will be a part of the Global Product Technical Support Team and report to the Manager, Global Product Tech Support SSA responsible for leading a team of support engineers for Automation. If you thrive in fast paced supporting environment where communication skills are an essential prerequisite with the ability to influence across the organization and want to work to build a world-class support organization-read on.
- Provide on-site service support, including installation, repair, modifications, and preventive maintenance for in-house instrumentation.
- Complete documentation for all service activities
- Review products and distribute troubleshooting aids for field personnel.
- Document and distribute technical information regarding resolutions to field problems, hardware and software changes, and product quality improvements.
- Determine appropriate preventive maintenance procedures, parts kits, and schedules to ensure effective on-going instrument maintenance.
- Review service manual documentation to ensure accuracy and current revision levels.
- Perform in-house testing of hardware and software changes prior to distribution.
- Ensure that all supporting documentation is accurate and complete.
- Knowledge of Automation Systems in diagnostic, middleware field.
- Trend, analyze and interpret field generated data and advise a course of action for problem resolution.
- Take a systems approach to instrument issues evaluating implications of both software and hardware on product performance.
- Provide recommendations in development projects as a customer and service advocate.
- Develop creative and effective support strategies, drafting product documentation such as service manuals and software and hardware installation procedures for use by internal and external engineers.
Requirements:
- Bachelor's degree in engineering, science, or related healthcare industry field.
- Instrument experience preferably in the medical diagnostic field.
- Preferred 2+ years of relevant experience in the healthcare or biotechnology industry.
- Must be willing to travel 25% of the time. Mostly domestic travel. International travel a max of 4 times a year.
It would be a plus if you also possess experience in:
- An interest in data analytics as applied to failure analysis and corrective actions.
- Focused Urgency - Displays initiative and a willingness to "get it done". Focuses energy on meeting key targets to achieve quality results. Builds action plans to achieve goals.
- Customer Focus - Learns customer business needs and acts to meet those needs. Communicates regularly with customers to learn about their business challenges and requirements.
mshaw@c4techservices.com
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