Senior Technical Support Specialist

Provide technical support to field engineers and the inside service team who are diagnosing, troubleshooting, and repairing complex electro/mechanical scientific equipment, computer systems, and/or complex software.

• 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.
• Update alert database with information, request field update status, close alerts that are complete or negligent.
• 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.
• Develop and Deliver Technical and User Training.
• Conduct technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology. Interact with internal organizations to develop training course content.
• Work with engineering, the business elements, and manufacturing to ensure that course material reflects current product features and specifications.
• Instruct participants in classroom lectures, laboratory sessions and web-based training. Create and 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.
• Create Service Data Bulletins (SDBs) describing field repairs to improve the efficiency of field service resources.
• Support New Product Introduction and 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.