Global Service Escalation Specialist/ Diagnostics Lead
Company: AB Sciex LLC d/b/a SCIEX
Location: Framingham, MA
Posted on: March 5, 2018
Job Description:
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 customer installation issues and technical escalations, as well
as provide engineering support and perform technical investigations to
identify root cause and develop and support the implementation of
countermeasures to be applied in factory and/or field. Will provide technical training
to FSEs; conduct technical workshops in Service districts, and access and
develop technical competency across the Global Service team. Will
develop and execute test setups and application programs to troubleshoot and
resolve product issues reported by customers and/or to validate products
to all applicable specifications. Will make/ support the necessary
design changes on medium to complex mechanical/electrical systems to
ensure Design for Service needs are addressed. North American and
International travel is required (30-40%). PRIMARY Education and Experience Requirement: BS (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: Skill Requirements: • 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. • 5 years of experience working on cross-functional,
international teams to deliver technical solutions which improve business efficiency
and improve customer satisfaction. OR ALTERNATIVE Education and Experience Requirement: MS (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: Skill Requirements: • 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 • 3 years of experience working on cross-functional,
international teams to deliver technical solutions which improve business efficiency
and improve customer satisfaction. Applicant instructions: Email resumes -- with reference to job
title -- to Michael.Lawrence@sciex.com.
Keywords: AB Sciex LLC d/b/a SCIEX, Boston , Global Service Escalation Specialist/ Diagnostics Lead, Other , Framingham, MA, Massachusetts