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Instrument Service Technician
hace 2 meses
Overview
Position: Technical Service Specialist
About the Role
The Technical Service Specialist is responsible for overseeing the service operations of designated instrument platforms, ensuring optimal performance and reliability. This role is integral to a team of technical experts, providing essential support to both customers and field staff.
Key Responsibilities
- Resolve advanced technical challenges.
- Oversee the performance metrics and continuous enhancement of service for assigned instruments, focusing on First Time Fix rates, Issue Resolution Timeframes, and cost efficiency.
- Facilitate training for Field Service Engineers (FSE) on specific platforms.
- Deliver remote, telephonic, or on-site assistance to FSE.
- Ensure that FSE have access to the latest technical documentation for their platforms.
- Maintain communication with manufacturers regarding service issues.
- Identify and advocate for improvements with manufacturers.
- Conduct training sessions.
- Reassemble instruments and test modules in the workshop.
- Evaluate service performance in collaboration with the Business Unit.
- Generate regular performance reports detailing service operations for assigned platforms.
- Supervise the operations of designated units.
- Determine appropriate inventory levels to meet repair commitments.
- Establish Car Stock levels.
- Develop and document maintenance procedures for instruments.
- Report mechanical and spare parts issues to manufacturers.
- Provide application support as needed.
Networking and Key Relationships
- Collaborate with other service roles, including Service Area Manager and HelpLine.
- Engage with Clinical Application support roles.
- Work closely with Business Unit leaders and Product Managers.
Minimum Qualifications
- Experience in technical service support.
- Educational background in technical fields such as Industrial, Electronic, Informatics, or Telecommunications Engineering.
- Proficiency in Spanish and English for technical and corporate communication.
Skills and Competencies
- Exceptional verbal, written, and presentation abilities.
- Proficient in information systems.
- Ability to influence and make an impact.
- Strong analytical and technical capabilities.
- Team collaboration skills.
- Motivational and interpersonal strengths.
- Creative problem-solving abilities.
- Data interpretation skills.
Travel Requirements
Willingness to travel up to 20% of the time.
