Instrument Support Specialist Job in Silicon Valley/San Jose 94538, California Us
Position Summary: Provide second-level instrument support. Oversee parts availability and depot repair.
Major Responsibilities:
· Serve as the primary technical expert on instrument service.
· Provide second level instrument support by addressing and troubleshooting customer technical issues received via the technical service hotline and FSEs (This may involve working directly with customers via the hotline or at a customer site).
· Train Technical Service Representatives (TSRs) and Field Service Engineers (FSEs).
· Develop service plans.
· Write/edit service manuals suitable for local (USA) use.
· Write technical bulletins.
· Develop upgrade plans as needed and coordinate implementation.
· Serve as the primary service liaison between CDD Fremont and instrument/parts manufacturers.
· Act independently and ensure parts are available (via depot repair and/or the various manufacturers).
· Repair parts as needed.
· Help develop adequate safety stock levels of parts.
· Refurbish instruments as needed.
· Create PCOs and develop SOPs.
· Handle documentation such as RMAs.
· Identify and communicate areas for product and service improvements.
Minimum Requirements/Qualifications:
· Bachelor’s degree in a scientific field plus 2 or more years of field service engineering/biomedical engineering experience required.
· Excellent communication and customer service skills.
· Excellent planning, organization, analytical, and time management skills required.
· Experience with Windows based spreadsheets, word processors, database management software, immunoassays, and clinical chemistry analyzers preferred.
· Must be proficient with MS office.
· Must be able to lift/move up to 25 lbs.
· Willingness to travel up to 25% of the time.