Engineer II

Location: Skaneateles, NY (Hybrid)

Duration: 9 months, Monday–Friday 8:00 AM–5:00 PM, 2–3 days onsite per week

Occasional travel may be required (Raleigh, NC; Deerfield, IL).

About the role

Working with domestic and international R&D departments, functional teams, and product owners, the Service Engineer will design the processes, documentation, training, and workflows required for the proper delivery, installation, support, and servicing of products. The role includes executing the design transfer of the product’s service design to operations and providing hands-on technical support during the design and post-surveillance phase, including escalations.

Responsibilities

• Demonstrate understanding of customer needs for the supported business segments.
• Develop and administer Service Engineering documentation throughout the entire product lifecycle.
• Participate in pre-sale activities as needed.
• Develop and administer training for Tier 1 & 2 teams, Solution Architects (SA), and others on the 5-Customer Interactions (5-CI) processes.
• Develop and administer deployment/configuration training for Service teams within the 5-CI process; participate in deployments and upgrades as needed.
• Provide Tier 3 support by handling customer escalations from the Tier 2 team and other customer support.
• Collaborate effectively with internal teams, external partners, and business segments in a matrixed environment to achieve organizational goals.
• Ensure adherence to FDA, ISO, and IEC design control procedures, regulations, and standards during engineering efforts and new product development.
• Participate in the decomposition of system requirements into derived requirements.
• Lead technical teams during project execution to ensure high-quality outputs in a timely manner.
• Participate in strategic customer calls to collect needs, provide solutions, support escalations, and plan special deployment/integration paths.
• Identify areas for improvement in the 5-CI process.
• Communicate issues that may affect commitments and propose potential solutions.

Requirements

• Proficiency in Microsoft Office (Word, Excel) and tracking systems (DevOps, Jira, etc.).
• Strong knowledge of engineering disciplines and related fields.
• Associate degree or higher with at least 2–5 years of relevant technical experience in an R&D environment.

Skills

Technical

• Troubleshooting
• Problem-solving
• Advanced Excel and Word skills
• Advanced computer management skills

Leadership

• Ability to share and teach technical topics.

Behavioral

• Ability to work under minimal supervision.
• Strong collaboration skills in group settings.
• Calm under pressure.
• Open to new ideas.
• Detail-oriented.

Preferred Qualifications

• Relevant certifications and prior work experience.
• Experience with Cloud solution products.