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Network Specialist / Technical...
The Technical Support Engineer within the Product Support organization is responsible for managing a subset of product lines from a product support standpoint. In this role, the individual is responsible for coordinating technical escalation efforts, new product implementations and technology/knowledge transfer processes from R&D, Manufacturing, and Quality to all functional areas of the Service Organization. The Technical Support Engineer represents the Service Organization as a focal member of product development teams and implements business plans and global support strategies for the responsible product lines. In addition, this position is responsible for monitoring product performance to drive the reduction of service cost and promote system uptime. .
The individual has four distinct responsibilities:
Motivation, self-confidence, persuasiveness, perseverance, professional and outgoing personality, a willingness to contribute at all levels, and an excellent understanding of customer service are required. Must be committed to ISO9001, GMP, and other quality polices. Individuals must be consistently professional in customer and cross-functional interactions with a high level of concern for customer needs and expectations. Individual will set the example for other Service personnel to emulate.
As the subject matter expert supporting level three technical escalations, the individual will monitor product health, manage and document work within our quality systems, report status of product health and issues to service management, utilize all resources at hand for issue resolution with proper feedbacks for the customer and for knowledge transfer and continuously drive product improvement cross functionally.
As the service core team member, the individual will monitor project status and report to Program Managers any Service issues. Individuals are often responsible for managing logistics for clinical and beta sites, R&D trials, and trade shows. Participate in development of system layout and design to meet customer configuration requirements. Individual may be requested to travel to customer sites to assist with more complex system implementation. Organize, manage, and lead technical system design discussions with sales, customer IT, MIS, or Biomed departments, and laboratory personnel as required.
Fundamental aptitude of network topology.
General understanding of the network interactions between routers, switches, firewalls.
Previous experience training, presenting or demonstrating complex systems highly desired.