Responsibilities
In this role, you will:
- Play a large role in assessing products with respect to design for reliability, stability, and serviceability.
- Participate in the development and testing of system diagnostics and spec validation.
- Act as a two-way conduit for information transfer between the engineers responsible for crafting our products and the field service teams responsible for product maintenance and support.
- Capture and analyze data from systems populations residing is remote customer sites to identify sources of detailed issues, including technical, process, and people-based issues.
- Help develop and detail technical service procedures.
- Train support personnel such as tech support and customer support engineers.
- Develop new training materials which may include written documents, video tutorials and on-line web based training.
- Respond to situations where field service engineers have failed to resolve highly technical system performance issues, by providing written plans of action by e-mail or on-site hands-on assistance at customer sites in the US, Asia, and Europe.
- Write technical reports to communicate issues, analysis, technical assessments, system status, best-know-methods, and engineering recommendations.
- Take a proactive approach to improving service quality and profitability.
- Interface with customers and vendors to reach constructive solutions
Preferred Qualifications:
- Proven track record to work on sophisticated problems where analysis of situations or data requires an in depth evaluation of various factors.
- Results oriented and driven to excel.
- Enjoys teaching, troubleshooting, working with groups of people, and explaining sophisticated things as simply as possible.
- Strong analytic and data analysis skills. Excellent oral and written communication skills.
- Ability to work optimally in multidisciplinary, multicultural teams and to take a leadership role when needed.
- Quick grasp of meaningful, sophisticated technical information.
- Natural curiosity, inventiveness, and an interest in making things work better.
- Diverse Background to bring new perspectives to the team.
- Background developing and delivering remote technical training utilizing virtual reality, augmented reality and video.
Minimum Qualifications
Doctorate (Academic) Degree and 0 years related work experience; Master's Level Degree and related work experience of 3 years; Bachelor's Level Degree and related work experience of 5 years