BostonRecruiter
the smart solution for Boston jobs

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


Didn't find what you're looking for? Search again!


I'm looking for
in category
within


Log In or Create An Account

Username:
Password:
 

Forgot password?


Find us on Facebook

Find us on LinkedIn

Get the latest Massachusetts jobs by following @recnetMA on Twitter!

Boston RSS job feeds