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Job Details
This is a HYBRID role serving depot repairs and field service work. Role will transition to Full Time field work when depot project is completed.
Depot Role:
- Troubleshoot malfunctioning equipment by replacing or repairing circuit cards, mechanical sub-assemblies, and discrete components and calibrate equipment according to manufacturer specifications.
- Refurbish equipment by replacing worn components and cleaning exterior covers. Perform final testing of repaired or refurbished equipment by using various diagnostic tools.
- Perform administrative responsibilities using software applications to provide asset management and call tracking.
- Maintain inventories of parts to support depot repair
Field Service Role:
- Install, upgrade, repair, and maintain instrument systems in defined territory
- Customer follow-up and ownership of all product and service related issues acting as a focal point for troubleshooting. Work as a continuous customer interface to drive customer satisfaction.
- Establishes and maintains customer relationships
- Interface between the field organization and internal support structure by providing timely onsite technical assistance, coordinating new system placements, develop leads, promote upgrades and contract renewals.
- Provide technical assistance to customer(s) through on-site guidance and training in proper operation, maintenance and trouble-shooting of program and ground support equipment, including the use and proper interpretation of data and technical instructions.
- Assist the quality team with data collection and timely reporting to facilitate performance analysis.
- Manage service parts inventory levels
- Understand the process of operation such as installation, spare parts management, issues resolution, and service operation measurement.
- Complete all required documentation in service tool (SFDC) same day as service
- Responsible for editing, writing, and modifying Service and Training manuals and SOPs
- Assume additional responsibilities for special projects as directed.
- Willing to travel frequently in territory and across North America. Field travel 60-80%
Qualifications:
- BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience preferred.
- 2-5 years relevant experience
