System Support Engineer Lab Automation
About The Position
The System Support Engineer (SSE) is a member of the Water Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support Waters products. This role is a key addition to an existing support team of professional engineers, now requiring additional support for an expanding install-base. The team is responsible for providing customer support service for diagnostic automated Kiestra equipment produced and sold by Advanced Diagnostic Solutions. The SSE will have great interpersonal skills, organization/prioritization skills and a passion for providing superior service. Our SSE’s must have the ability to multi-task and be adaptable to changing business environment(s). Excellent written and verbal communication skills will be key in this role.
Requirements
- Bachelor’s Degree, preferably in Electronics/Computers Engineering, or equivalent experience.
- Working knowledge of electronics and electro-mechanical devices, PLCs and pneumatics.
- Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.
- Experience applying scientific principles when troubleshooting customer workflow and/or instrument complaints.
- Experienced in customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
- Proficient PC skills (Microsoft Office package).
- Proficient in performing software installations and upgrades.
- Knowledge of basic security concepts and best practices.
Nice To Haves
- Bilingual (English speaking plus additional foreign language)
- 4 years of recent service experience in the troubleshooting and repair of IT and complex electronic systems
- Experience working with computer networks and systems maintenance.
- A+, Microsoft or Cisco accreditation.
- Experience with PC assembly, upgrades and repairs.
- Experience servicing medical devices and equipment.
- Experience servicing robotics systems.
Responsibilities
- Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
- Provide remote diagnostics for innovative automated laboratory track systems and instrumentation
- Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
- Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.
- Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage.
- Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
- Contributes to the team goals and objectives through active participation.
- Promotes Professional Services
- Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
- Troubleshoots hardware and software issues.
- Upgrades systems to enable compatible software on all computers.
Benefits
- Total Rewards program
- Competitive package of compensation and benefits programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
