Senior Product Support Engineer

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Job Details

Evaluate, plan, execute, monitor and close projects of varying type and scope across the Global Hardware Services (GHS) organization while maintaining alignment with cross-functional partners. Serve as key interdepartmental and technical liaison across functions on behalf of GHS organization for devices. Develop required service documentation including communications, work instructions, SOPs, technical service bulletins, and field plans. Provide service-related guidance and training to customer (internal and external) personnel in the establishment of equipment operation, maintenance, inspection procedures and techniques. Responsible for representing Service Operations on new development projects and sustaining projects for identified platforms.

ESSENTIAL DUTIES

• Serve as key interdepartmental liaison to all other functions on behalf of Global Hardware Services. Work with Research and Development and other teams on projects across the entire product life cycle for machines. Provide key Service design and other Service-related inputs to design change projects to reduce life cycle cost and maintenance/repair costs while maintaining high quality standards.

• Write and maintain technical service documentation including Service Bulletins, Work Instructions, SOPs, Service Manuals, and customer notifications. Ensure that internal and external teams have the procedures to install, repair, and service devices while maintaining compliance to applicable Quality, Regulatory, and other standards. Disseminate technical information to all field service engineers and necessary stakeholders in most efficient and timely manner (ensure distribution of services documentation is in alignment with stakeholders’ training matrices).

• Creates Field Plans to implement engineering design changes. Plans and coordinates with the Field Service team to implement, monitor and close the Field Plans.

• Lead and integrate engineering design change projects into the Global Hardware Services organization. Develop required project plan and documentation including communications, work instructions, SOPs, technical service bulletins, and status reports or dashboards. Identify success criteria, tasks and coordinate deliverables to meet objectives while maintaining clear communication with all parties

• Champion product support initiatives to resolve top quality issues and process improvement projects, partner with Quality,

  R&D, Manufacturing/ Supply Chain functions as SME (subject matter expert) of field equipment related data.

• Serve as SME for hardware devices. Identify gaps in processes and procedures. Provide technical direction and knowledge transfer for design changes to Global Hardware Services organization. Provide support to all teams within the Global Hardware Services organization.

• Manage communications and stakeholder engagement to and from all other teams. Lead and contribute to ongoing meetings.

• Serve as resource for implementing process improvement projects, and required to lead project teams when necessary

• Participate in the development, release and support of new devices. Actively participate in new product development and Service Plan deployment globally, including new product integrations.

• Has the ability to thoroughly read and understand technical materials given that a sample of every device not available – able to work in a Virtual environment.

• Create and execute work plans for projects of moderate to large scope and complexity and revise as appropriate to meet changing needs and requirements. Create proposals with necessary information to drive decisions.

• Required to make independent decisions that meet regulatory requirements.

• Provide training and support to Customer Support staff, all Field Service Engineers, as well as customers.

• Manage daily operational aspects of a project, including internal or external customer expectations and interaction.

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