Product Support Specialist

4 weeks ago


San Francisco, California, United States AbD Serotec Full time
Job Summary

As a Product Support Specialist at Bio-Rad, you will play a critical role in providing high-level technical product support for our Clinical Diagnostics and Life Science instruments and products. Your primary responsibilities will include the development and delivery of technical training, escalation support, and business support activities. You will also be responsible for assignments addressing product quality improvement, corrective and preventive action, service documentation development and revision, field service advisories and bulletins, and participating in new product development and continuous improvement efforts for assigned products. Excellent technical writing skills are essential for this position, as you will be collaborating with various teams, including Manufacturing, Supply Chain, Quality, Regulatory, Sales, Marketing, Field Service, and Channel Partner/Distributor resources. This role requires 50% travel.

Key Responsibilities

- Develop and deliver technical training to support the development and delivery of technical training to customers and internal stakeholders.
- Provide escalation support for complex technical issues and collaborate with cross-functional teams to resolve issues.
- Develop and maintain service documentation, including parts, tools, and service support documentation.
- Participate in new product development support, including meetings, developing service plans, and serviceability reports.
- Collaborate with cross-functional teams to identify product quality issues and develop corrective and preventive actions.

Requirements

- Bachelor's degree in an engineering field or equivalent education and industry experience.
- 5 years of experience in engineering, manufacturing, and/or field service support environment servicing and troubleshooting complex electro-mechanical, fluidic, and optical instrumentation.
- 2 years of experience developing technical documentation.
- 2 years of experience working in an ISO or FDA-governed quality system environment.
- Multiple years of experience servicing complex, computer-controlled electro-mechanical instruments or systems.
- Technical training experience to small groups or one-on-one.

What We Offer

Bio-Rad offers a competitive and comprehensive Total Rewards Program that provides value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee's work and life cycle. We offer a variety of benefits, including competitive medical plans, free HSA funds, a new fertility offering with stipend, group life and disability, paid parental leave, 401k plus profit sharing, an employee stock purchase program, a new upgraded and streamlined mental health platform, extensive learning and development opportunities, education benefits, student debt relief program, pet insurance, wellness challenges and support, paid time off, Employee Resource Groups (ERGs), and more.

Compensation

The estimated base salary range for this position is $74,200 to $114,400 at the time of posting. Actual compensation will be provided in writing at the time of offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including geographic location, experience, knowledge, skills, abilities, and other job-permitted factors. This position is eligible for a variable annual bonus, which is dependent upon achievement of your individual objectives and Company performance.

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