Harvey Nash
Service Engineer
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JOB SUMMARY:
Working with domestic and international R&D departments, functional teams and product owners, the Service Engineer will be responsible for designing the processes, documentation, training, and workflows required for the proper delivery, installation, support, and servicing of products and then executing the design transfer of the product’s service design to operations. The Service Engineer will provide hands-on technical support during the design and post surveillance phase, including escalations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Demonstrates understanding of customer needs for the supported business segments.
- Develop/administer Service Engineering documentation through the entire product lifecycle.
- Participate in pre-sale activities, as needed.
- Develop/administer the training to the Tier 1 & 2 teams, Solution Architects (SA), etc. for the 5-Customer Interactions (5-CI) processes.
- Develop/administer deployment/configuration training for the Service teams, within the 5-CI process, as well as participate in deployments and upgrades, as needed.
- Provide Tier 3 support by handling customer escalations from the Tier 2 team.
- Provide other support to customers.
- Works effectively in a collaborative climate among internal teams, external partners, and business segments to achieve organizational goals in a matrixed environment.
- Demonstrates understanding of and adherence to FDA, ISO, IEC design control procedures, regulations, and standards ensuring appropriate design controls are being adhered to during engineering efforts and new product development.
- Participate in the decomposition of system requirements to derived requirements.
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ADDITIONAL DUTIES AND RESPONSIBILITIES:
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- Lead technical team during project execution, to ensure high quality outputs in a timely manner.
- Participate in strategic customer calls to collect needs and provide solutions, support during escalations, as well as to plan special deployment/integration paths.
- Identify improvements area of the 5CI process.
- Effectively and systematically communicate issues that may affect commitments, as well as identify and propose potential solutions.
EDUCATION, EXPERIENCE AND QUALIFICATIONS:
Essential competencies:
- Office Word, Excel and tracking systems (DevOps, Jira, etc.) knowledge needed.
- Must possess a strong knowledge of engineering disciplines and solid knowledge of related disciplines.
- At least an associate degree with at least 2-5 years of relevant technical experience in R&D environment.
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