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Global Service Escalation Specialist/ Diagnostics Lead

Company: AB Sciex LLC d/b/a SCIEX
Location: Framingham, MA
Posted on: March 5, 2018

Job Description:

Will support the Global Field Service Team through on-site and remote

support of critical technical escalations of customer issues. Will be

responsible for the quick and effective diagnosis and repair of all SCIEX

systems, including High Performance Liquid Chromatography HPLC

peripherals, as well as issues related to all SCIEX Vertical Applications

(i.e. Cliquid) and customer workflows. Will utilize their own deep Mass

Spectrometry MS system understanding as well as diagnostic and

troubleshooting best practices harvested during field experiences, to

guide and support the organizations development of Diagnostic Fault Tree

Models using TEAMS QSI software tools. Will develop appropriate Field

Service Engineer FSE tools and training materials to transform the Field

Service team’s efficiency and diagnostic abilities. Will interface

directly with the customer to investigate business issues, propose

solutions, and take the business lead to de-escalate high intensity

customer issues and drive the business forward. Will interact daily with

global Field Service members to build consensus from the ground up and

obtain buy-in on the implementation of new tools and solutions while

providing hands-on guidance and resolution on a variety of service

business issues. Will advocate for the Service business and its

operations, and influence our partners to understand the importance of the

Service business. Will continually refine and improve business

process/policy and transform the Service delivery model to support the

strategic plan. Will provide on-site and remote technical support to

customer installation issues and technical escalations, as well as provide

engineering support and perform technical investigations to identify root

cause and develop and support the implementation of countermeasures to be

applied in factory and/or field. Will provide technical training to FSEs;

conduct technical workshops in Service districts, and access and develop

technical competency across the Global Service team. Will develop and

execute test setups and application programs to troubleshoot and resolve

product issues reported by customers and/or to validate products to all

applicable specifications. Will make/ support the necessary design

changes on medium to complex mechanical/electrical systems to ensure

Design for Service needs are addressed. North American and International

travel is required (30-40%).

PRIMARY

Education and Experience Requirement: BS (or foreign education equivalent)

in Electronics Engineering, Electrical Engineering, Systems Engineering,

Chemistry, or Physics, and five (5) years of experience in a research and

development role in a manufacturing support environment. Experience to

include:

Skill Requirements:

• 5 years of experience installing, repairing, and troubleshooting LC/MS

mass spectrometer systems

• 2 years of experience developing software tools to troubleshoot mass

spectrometers using custom object oriented scripting language

• 5 years of experience setting up, running and troubleshooting

chromatography systems.

• 3 years of experience in networking communication systems to facilitate

Remote Monitoring using Internet of Things technology.

• 5 years of experience working on cross-functional, international teams

to deliver technical solutions which improve business efficiency and

improve customer satisfaction.

OR

ALTERNATIVE

Education and Experience Requirement: MS (or foreign education equivalent)

in Electronics Engineering, Electrical Engineering, Systems Engineering,

Chemistry, or Physics and three (3) years of experience in a research and

development role in a manufacturing support environment. Experience to

include:

Skill Requirements:

• 3 years of experience installing, repairing, and troubleshooting LC/MS

mass spectrometer systems

• 2 years of experience developing software tools to troubleshoot mass

spectrometers using custom object oriented scripting language

• 3 years of experience setting up, running and troubleshooting

chromatography systems.

• 3 years of experience in networking communication systems to facilitate

Remote Monitoring using Internet of Things technology

• 3 years of experience working on cross-functional, international teams

to deliver technical solutions which improve business efficiency and

improve customer satisfaction.

Applicant instructions: Email resumes -- with reference to job title -- to

Michael.Lawrence@sciex.com.

Keywords: AB Sciex LLC d/b/a SCIEX, Cranston , Global Service Escalation Specialist/ Diagnostics Lead, Other , Framingham, MA, Rhode Island


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