DUTIES AND RESPONSIBILITIES / ESSENTIAL FUNCTIONS
Develop and Deliver Instrument Field Service TechnicalTraining
•Conducts technical training courses for service engineers in the use of assigned product line/technology.
•Interacts with internal organizationsand contractorsto develop training course content.
•Works with engineering, business elements, and manufacturing to ensure that course material reflects
current product features and specifications.
•Instructs participants in classroom lectures, laboratory sessions and on-line training.
•Provide technical support to field service engineers.
•Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost
provisions while maximizing customer satisfaction metrics.
•Monitor and respond to field service escalations. Minimize warranty and installation costs and instrument
replacements.
•Work closely with other business functions (R&D, Manufacturing and Quality)to troubleshoot and evaluate
product problems,assist inroot-cause analysis and implementofproduct and/or process improvement.
Maintain Technical Documentation
•Play an active role in the development, maintenance and implementation of technical documentation, user
information services and in-house technical knowledgebase systems to improve the efficiency of less-senior
technical specialists and field service resources.
•Maintain updated service documentation and regularly distribute service update communications to field
service organization.
Support New Product Introduction
•Support new product development efforts by providing critical input and evaluation of design-for-service,
creating service documentation, defining,and forecasting service parts, developing installation protocols,
training field service specialists and participating in launch teams to monitor initial installations and assure
successful product launches.
Other
•Other responsibilities and assignments as requested by management
Basic Requirements
Education BS Engineering, Science or equivalent
Preferred
ExperienceMinimum 5 years
SkillsElectromechanical, Scientificinstrument,
medical devices, laboratoryautomation
WORK ENVIRONMENT
Office/lab/production. Some home/remote