Senior Technical Support Specialist Inorganic

Responsible for the creation, development and maintenance of internal customer training materials on assigned product or technology area. Responsible for external customer training development and delivery as required. Will conduct internal customer training on-site, at-site and web-based as appropriate. May also provide technical support to field engineers and the inside service team who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, and/or complex software. Responds to situations where inside service product support has failed to isolate or fix problems in malfunctioning equipment or software. Accountable for product line/technology area problem identification, resolution and communication regarding design, reliability and maintenance problems or bugs to R&D, the Business Elements (Applications) and/or Production. May be involved in customer installation and training. Provides support to customer/users where the problem is highly technical or sophisticated in nature.

DUTIES AND RESPONSIBILITIES:

• Develop and Deliver Technical and User Training (Primary Role). Conducts technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology. Interacts with internal organizations to develop training course content. Works with engineering, the business elements, and manufacturing to ensure that course material reflects current product features and specifications. Instructs participants in classroom lectures, laboratory sessions and web-based training.
• Provide 3rd level Technical Support and problem resolution. Provide technical support to field service and inside service representatives as requested or required. Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost provisions while maximizing customer satisfaction metrics. Monitor and respond to field service Alert system. Minimize warranty and installation costs and instrument replacements by working closely with Service and Customer Satisfaction Business Units. Take an active role in weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings. Work closely with vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement. Coordinate field retrofit programs with worldwide Service organizations.
• Maintain Technical Documentation. Play an active role in the development, maintenance and implementation of technical documentation, user information services and in-house technical knowledgebase systems to improve the efficiency of less-senior specialists and field service resources. Maintain updated service documentation and regularly distribute service update communications to field service organization.
• Support New Product Introduction. Support new product development efforts by providing critical input and evaluation of design-for-service, creating service documentation, defining and forecasting service parts, developing installation protocols, training field service specialists and participating in launch teams to monitor initial installations and assure successful product launches. Issue and maintain product line part numbers. Develop IQ/OQ-based service products.