Product Support Engineer

Responsibilities

• Work directly with customers to diagnose BNS instrument, user, and application issues including but not limited to Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electro mechanical hardware/software instrument issues, user issues, and post-sale application issues.
• Create and maintain record of activity in support database.
• Independent ownership to execute analysis, provide recommendations, and own the execution of the service deliverables for both New Product Introduction (NPI) and through the Product Life Cycle (PLC) for a specific instrument or group of instruments and application modules.
• Service deliverables include but are not limited to: Design for Service DfS (diagnostics/maintainability/KPIs) recommendations and cross functional alignment in phase 1 and 2 and continue to provide rapid and effective feedback through release and until DfS targets obtained.
• Field Replaceable Unit (FRU) strategy and implementation: remove and replace (R&R) level for customer, field, and regional repair.
• Create, author, test, and publish service documentation including but not limited to: field installation and user training procedures, acceptance checklists, functional descriptions, interconnect diagrams, remove and replace procedures, troubleshooting guides, technical support bulletins, teaching and training collateral and other technical documentation needed to provide comprehensive post-sale support.
• Analyze support activity, identify, and solution plan recommendation for improvement opportunities.
• Analyze impact, recommendation, & service implementation of Engineering Change Orders (ECOs).
• Recommend definition, develop, & implement effective end of manufacturing and obsolescence support strategy.

Essential Functions

• Work directly with customers to diagnose BNS instrument, user, and application issues including but not limited to Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electro mechanical hardware/software instrument issues, user issues, and post-sale application issues.
• Create and maintain record of activity in support database.
• Independent ownership to execute analysis, provide recommendations, and own the execution of the service deliverables for both New Product Introduction (NPI) and through the Product Life Cycle (PLC) for a specific instrument or group of instruments and application modules.
• Service deliverables include but are not limited to: Design for Service DfS (diagnostics/maintainability/KPIs) recommendations and cross functional alignment in phase 1 and 2 and continue to provide rapid and effective feedback through release and until DfS targets obtained.
• Field Replaceable Unit (FRU) strategy and implementation: remove and replace (R&R) level for customer, field, and regional repair.
• Create, author, test, and publish service documentation including but not limited to: field installation and user training procedures, acceptance checklists, functional descriptions, interconnect diagrams, remove and replace procedures, troubleshooting guides, technical support bulletins, teaching and training collateral and other technical documentation needed to provide comprehensive post-sale support.
• Analyze support activity, identify, and solution plan recommendation for improvement opportunities.
• Analyze impact, recommendation, & service implementation of Engineering Change Orders (ECOs).
• Recommend definition, develop, & implement effective end of manufacturing and obsolescence support strategy.

Qualifications

• Minimum of doctorate degree, PhD, in scientific or engineering field from accredited university or college, or master’s degree in scientific or engineering field from accredited university or college with 3 year relevant experience, or bachelor’s degree in scientific or engineering field from accredited university or college with 5 year relevant experience.