Product Support Engineer, BioPharma - 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.
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.
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
Benefits
- paid time off
- medical/dental/vision insurance
- 401(k)
- bonus/incentive pay
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What This Job Offers
Job Type
Full-time
Career Level
Senior
