Global Service Escalation Specialist/Diagnostics Lead
Company: AB Sciex LLC (“SCIEXâ€)
Location: Anywhere in the U.S.
Posted on: November 1, 2018
Job Description:
Position: Global Service Escalation Specialist/Diagnostics Lead
(Telecommuting Position) Duties: Will support the Global Field Service Team through on-site and
remote support of critical technical escalations of customer issues.
Will be responsible for the quick and effective diagnosis and repair of
all SCIEX systems, including High Performance Liquid Chromatography HPLC
peripherals, as well as issues related to all SCIEX Vertical Applications
(i.e. Cliquid) and customer workflows. Will utilize their own deep Mass
Spectrometry MS system understanding as well as diagnostic and troubleshooting
best practices harvested during field experiences, to guide and
support the organizations development of Diagnostic Fault Tree Models using
TEAMS QSI software tools. Will develop appropriate Field Service Engineer
FSE tools and training materials to transform the Field Service team’s
efficiency and diagnostic abilities. Will interface directly with the customer
to investigate business issues, propose solutions, and take the
business lead to de-escalate high intensity customer issues and drive the
business forward. Will interact daily with global Field Service members
to build consensus from the ground up and obtain buy-in on the
implementation of new tools and solutions while providing hands-on guidance and
resolution on a variety of service business issues. Will advocate for the
Service business and its operations, and influence our partners to understand the
importance of the Service business. Will continually refine and improve
business process/policy and transform the Service delivery model to
support the strategic plan. Will provide on-site and remote technical
support to c customer installation issues and technical escalations, as well
as provide e engineering support and perform technical investigations to
identify root c cause and develop and support the implementation of
countermeasures to be a applied in factory and/or field. Will provide technical training
to FSEs; c conduct technical workshops in Service districts, and access and
develop t technical competency across the Global Service team. Will
develop and e execute test setups and application programs to troubleshoot and
resolve p product issues reported by customers and/or to validate products
to all a applicable specifications. Will make/ support the necessary
design changes o on medium to complex mechanical/electrical systems to ensure
Design for S Service needs are addressed. Education and Experience Requirements: Bachelor’s Degree (or foreign education equivalent) in Electronics Engineering, Electrical Engineering, Systems
Engineering, Chemistry, or Physics, and five (5) years of experience in a
research and development role in a manufacturing support environment.
Experience to include: 5 years of experience installing, repairing, and troubleshooting LC/MS mass spectrometer systems; 2 years of
experience developing software tools to troubleshoot mass spectrometers
using custom object oriented scripting language; 5 years of experience
setting up, running and troubleshooting chromatography systems; 3 years
of experience in networking communication systems to facilitate
Remote Monitoring using Internet of Things technology; and 5 years
of experience working on cross-functional, international teams to
deliver technical solutions which improve business efficiency and
improve customer satisfaction. Or, alternatively, a Master’s Degree (or foreign education
equivalent) in Electronics Engineering, Electrical Engineering, Systems
Engineering, Chemistry, or Physics and three (3) years of experience in a
research and development role in a manufacturing support environment.
Experience to include: 3 years of experience installing, repairing, and troubleshooting LC/MS mass spectrometer systems; 2 years of
experience developing software tools to troubleshoot mass spectrometers
using custom object oriented scripting language; 3 years of experience
setting up, running and troubleshooting chromatography systems; 3 years
of experience in networking communication systems to facilitate
Remote Monitoring using Internet of Things technology; and 3 years
of experience working on cross-functional, international teams to
deliver technical solutions which improve business efficiency and
improve customer satisfaction. North American and International travel is required
(30-40%). Position reports to Framingham, Massachusetts headquarters. Any qualified US worker will be permitted to work out of a home
office. Interested candidates please send resumes to
Michael.lawrence@sciex.com and reference job title.
Keywords: AB Sciex LLC (“SCIEXâ€) , New Bedford , Global Service Escalation Specialist/Diagnostics Lead, Engineering , Anywhere in the U.S. , Massachusetts
Click
here to apply!
|