Summary:
The System Support Automation Specialist is a member of the 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 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 Lab Automation equipment produced and sold by Diagnostic Solutions.
The Ideal candidate will have good attention to detail, superior interpersonal skills and good problem-solving skills. Having the ability and willingness to apply scientific principles when troubleshooting customer workflow and/or instrument complaints is necessary for success. Utilizing excellent written and verbal communication skills is key in the customer-facing support role.
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 systems and instrumentation.
- Monitor lab automation instrumentation metrics daily, reporting statuses of product metrics and documenting issues within the quality complaint system.
- Conduct comprehensive, data-driven root cause investigations to proactively identify, troubleshoot, and resolve issues in complex automated laboratory systems, ensuring sustained performance and reliability for customers.
- Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
- Actively participate in internal and external meetings and conference calls, providing subject matter expertise, sharing insights, and contributing to strategic discussions and decision-making processes.
- Collaborate with regional and global service teams to share knowledge and best practices for product support. Participates in Regional escalation team(s) as needed.
- Coordinate cross-departmentally (e.g. Quality Control, Quality Assurance, Research & Development, Marketing, Sales, and Field Application 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.
- Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
- Upgrades systems to enable compatible software on all computers.
Minimum Qualifications:
- Bachelor’s Degree in a S.T.E.M related field
- Solid understanding of electronics and electro-mechanical devices (Mechatronics), PLCs and pneumatics.
- Knowledge of PC/software/LIS/networking/database management knowledge.
- Proficiency with modern data analysis methods and tools (SQL, Python, Statistical Analysis packages).
- Customer service experience, ability to manage complex technical conversations via telephone.
- Technical writing experience.
- Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
- Proficient PC skills (Microsoft Office package).
- Proficient in performing software installations and upgrades.
- Knowledge of basic security concepts and best practices.
- Experience working with computer networks and systems maintenance.
Preferred Skills and Experience:
- Bachelor’s Degree, in an engineering discipline
- 1 to 4 years of recent service experience in the troubleshooting and repair of complex electro-mechanical systems.
- Experience servicing medical devices and equipment.
- Experience servicing robotics systems.
- Bilingual - English speaking plus additional foreign language.
