Engineer - Degreed II
1921 Hurd Drive Irving, TX 75038 US
What You’ll Work On
Provides Level 3 field support globally: including remote support and onsite support. Liaison between global field service organization; and internal functions such as manufacturing; quality; R&D; etc. Develops service strategy and documentation for both customer and employee support. Provides SME support of cross-functional teams and executes assigned service deliverables.
Core Job Responsibilities:
Responsible for implementing and maintaining the effectiveness of the quality system.
1. Level 3 Field Support:
-Provides phone email coverage and documentation.
-Identifies and troubleshoots basic instrument and/or assay issues. This includes the use of the service tools; manuals and log analysis; as appropriate. -Develop action plans for account resolutions.
-Performs technical responsibilities of local service personnel, such as performing repairs; TSBs; and installs.
-Performs data gathering and monitoring of service goals.
-Follows processes and procedures related to instrumentation and how to properly interact with customers.
-Critically evaluates Field Service Representative performance and provides feedback to management team.
3. Service Documentation:
-Redlines and/or develops service/ quality documents with assistance by senior professional.
-Subject Matter Expert (SME) for cross functional site documents.
-Performs service documentation approval process while forming relationships with the appropriate areas.
4. Product Support
-Represents Global Service at cross functional meetings
-Manage deliverables assigned; which includes due dates; resources and time needed; etc.; as a member of a project team. Drives service deliverables by working closely with planning; quality; engineering; etc.
-Potential to support instrument manufacturing.
5. Service Strategy
-Identify; develop; and implement new service tools; parts; and procedures to reduce service costs globally. This includes providing input on retrofit budget strategy and Top-10 issue tracking.
-Participates in cross-functional teams (TPD; manufacturing; local service; etc.) to resolve instrument; software and/or assay issues quickly and effectively. -Works with field and planners on part stocking recommendation
Position Accountability / Scope:
Works with ADD Service Representatives worldwide to ensure timely issue escalation/resolution. Ensures compliant, technically accurate service documentation. Works closely with R&D; TPD; and Marketing to develop and implement service strategy on existing and new products.
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