Product Service Engineer

Shift Timings: Monday – Friday | 8:00 AM – 5:00 PM EST
Hybrid Role: 2-3 days onsite
Travel might be required occasionally during the duration of the project
Locations: Raleigh, NC or Deerfield, IL

About the role

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

Responsibilities

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

Requirements

• At least an associate degree with at least 2-5 years of relevant technical experience in an R&D environment.
• Office Word, Excel, and tracking systems (DevOps, Jira, etc.) knowledge needed.
• Must possess a strong knowledge of engineering disciplines and solid knowledge of related disciplines.
• Ability to work under minimal supervision.
• Ability to work well in groups.
• Calm under pressure.
• Open to new ideas.
• Detail oriented.
• Ability and availability to travel as needed.

Skills

• Technical Skills:
  • Troubleshooting
  • Problem Solving
  • Advanced Excel skills
  • Advanced Word skills
  • Advanced computer management skills
• Leadership Skills:
  • Ability to share and teach known technical topics.

Valued but not required

• Certifications and prior relevant work experience.
• Prior experience with Cloud solution products.

Schedule

Monday – Friday | 8:00 AM – 5:00 PM EST
Hybrid: 2-3 days onsite