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Global Service Escalation Specialist/Diagnostics Lead

Company: AB Sciex LLC (“SCIEX”)
Location: Anywhere in the U.S.
Posted on: November 15, 2018

Job Description:

Position:
Global Service Escalation Specialist/Diagnostics Lead (Telecommuting
Position)

Duties:

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 c
customer installation issues and technical escalations, as well as provide e
engineering support and perform technical investigations to identify root c
cause and develop and support the implementation of countermeasures to be a
applied in factory and/or field. Will provide technical training to FSEs; c
conduct technical workshops in Service districts, and access and develop t
technical competency across the Global Service team. Will develop and e
execute test setups and application programs to troubleshoot and resolve p
product issues reported by customers and/or to validate products to all a
applicable specifications. Will make/ support the necessary design changes o
on medium to complex mechanical/electrical systems to ensure Design for S
Service needs are addressed.

Education and Experience Requirements:

Bachelor’s Degree (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: 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; and 5 years of
experience working on cross-functional, international teams to deliver
technical solutions which improve business efficiency and improve
customer satisfaction.

Or, alternatively, a Master’s Degree (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: 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; and 3 years of
experience working on cross-functional, international teams to deliver
technical solutions which improve business efficiency and improve
customer satisfaction.

North American and International travel is required (30-40%).

Position reports to Framingham, Massachusetts headquarters.

Any qualified US worker will be permitted to work out of a home office.

Interested candidates please send resumes to Michael.lawrence@sciex.com and
reference job title.

Keywords: AB Sciex LLC (“SCIEX”) , Framingham , Global Service Escalation Specialist/Diagnostics Lead, Engineering , Anywhere in the U.S. , Massachusetts


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