Advanced Engineering Technical Support Specialist (U.S.A. Remote)
About The Position
The Advanced Engineering Technical Specialist is responsible for troubleshooting with Field Service Engineers across NACO, assisting in resolving complex issues through experience, utilizing available resources, and thinking outside the box. This position reports to the Engineering Technical Support Supervisor and is part of the Engineering Technical Support Organization - Immunoassay and will be fully remote. The schedule for this role is 10:30 am - 7:00 pm EST Monday - Friday. In This role you will have the opportunity to: Provide our NACO Field Service Engineers with dedicated, real-time support. Assist in improving the Field Service Engineer and Customer Experiences by improving First Time Fix Rate and reducing Time to Resolution. Partner with our National Support Specialists and Global Product Technical Support Team to resolve complex issues.
Requirements
- Minimum of 6 years of Field experience
- Expert understanding of the DxI and Access Product Lines, with ability to consider contributing factors beyond identified problems alone to drive to root cause.
- Ability to travel – 10% or as needed for training and/or hands-on mentoring
- Must have a valid driver’s license with an acceptable driving record
Nice To Haves
- Experience mentoring and supporting teammates via phone or WorkLink, eliminating the need for follow-up service calls
- Demonstrated ability to provide escalation support to resolve complex repairs
- History of using DBS and other available tools to drive change and lead continuous improvement
- Previous experience in Customer Technical Support
- Supporting Chemistry product lines
- DxC and AU
Responsibilities
- Provide our NACO Field Service Engineers with dedicated, real-time support.
- Assist in improving the Field Service Engineer and Customer Experiences by improving First Time Fix Rate and reducing Time to Resolution.
- Partner with our National Support Specialists and Global Product Technical Support Team to resolve complex issues.
- Troubleshoot with Field Service Engineers across NACO, assisting in resolving complex issues through experience, utilizing available resources, and thinking outside the box.
Benefits
- paid time off
- medical/dental/vision insurance
- 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
