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.
• Primary technical liaison between factory and field. Provide system level escalation support for a specific instrument or group of instruments and application modules including but not limited to technical leadership, test, analysis, collaboration with engineering or other cross-functional partner, corrective actions, on-site execution, and effective communication which includes presentation material both internal to team as well as cross functionally.
• Empower customers and internal team to effectively use of their BNS instrument by teaching theory of operation and training of BNS instrumentation, upgrade, accessories, and application modules.
• Install and qualify BNS instrument, upgrade, and/or accessory

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.