Product Support Engineer, BioPharma - ONSITE

Danaher•San Jose, CA

18h•Onsite

About The Position

The Product Support Engineer, BioPharma is responsible for providing high-quality engineering support to meet Field Service and external customer needs on our QPix, ClonePix and CloneSelect Imaging Systems. The successful candidate will be a results-driven individual with passion for customer satisfaction and who is excited to be part of a new team. The candidate demonstrates excellent troubleshooting skills and translates their knowledge into effective service documentation including manuals, technical bulletins, work instructions and parts lists. Interaction with cross-functional team members is essential, including Service, R&D, Operations, Sales, Marketing, and the Customer. This position reports to the Senior Manager, Product Support Engineer, is part of the Product Support Team in the Service Organization, and is a fully ONSITE role at our facility located in San Jose, California. In this role, you will have the opportunity to: Generate documentation and conduct hardware and software training to enable support of the products by our global field service engineers and technical support. Provide direct escalation support to the Field Service Engineering and Technical Support teams for BioPharma and related products. Report and escalate to management as needed. Perform risk management to minimize serviceability risks for existing and new products. Provide project execution support to ensure they meet service requirements prior to shipment. Learn and use DBS tools such as FMEA, Problem Solving, Poka-Yoke and Standard Work to achieve quality, delivery and cost targets and to continuously improve processes.

Requirements

Bachelors degree or higher in a Life Science discipline or in Engineering.
3+ years of professional work experience as a hands-on engineer in a life science company or discovery laboratory environment.
Experience training, coaching, or mentoring technical teams and helping others build their skills and confidence.
Strong communication skills, with the ability to explain technical concepts clearly to a variety of audiences.
Experience creating or improving service manuals, technical documentation, work instructions, or knowledge resources.
This position requires up to 30% travel to visit customers or provide technical training, which may potentially include overnight stays.
This position requires the ability to regularly lift, move, slide, raise and/or place up to 50 lbs. unassisted.

Nice To Haves

Experience with clone selection technologies and laboratory automation, or cell culture of mammalian or bacterial cells.
Demonstrated success in managing multiple activities/projects, priorities, or people in a fast-paced, high-growth, results-driven environment.
Excellent communication, interpersonal, analytical/problem-solving skills, and the ability to work with cross-functional teams.
Ability to quickly learn and master new products and software applications desired.

Responsibilities

Generate documentation and conduct hardware and software training to enable support of the products by our global field service engineers and technical support.
Provide direct escalation support to the Field Service Engineering and Technical Support teams for BioPharma and related products.
Report and escalate to management as needed.
Perform risk management to minimize serviceability risks for existing and new products.
Provide project execution support to ensure they meet service requirements prior to shipment.
Learn and use DBS tools such as FMEA, Problem Solving, Poka-Yoke and Standard Work to achieve quality, delivery and cost targets and to continuously improve processes.