Systems Support Engineer

Position Summary:

New Product Development Service Engineer 

• Bachelor’s Degree in Science, Engineering or related fields 

• Strong Technical Experience 

• Excellent Communication Skills, Written, Verbal and Presenting 

• Strong Continuous Process Improvement Experience 

Responsibilities: 

The New Product Development Service Engineer will support company’s Customer Technical Services team. 

• Ensure when products are launched that all service procedures and logistics are in place. 

• Provide subject matter expert input into service procedures and error code recoveries. 

• Provide reliability information to design teams for current product performance; Drive serviceability and reliability initiatives as part of design team; Become SME on new product and deliver information / strategy to other parts of CTS; Drive implementation of critical diagnostic tools for new products that will deliver Field and Technical Support Center efficiencies; Develop service documentation for the FEs and Technical Solution Center staff; Work with the parts planners to develop a spare parts strategy; Communicate schedule to and new product updates to CTS Leadership; Ensure service systems are updated and prepared for product launch. 

• Provide Service Support that will drive Field Engineer efficiency by ensuring the Service Manuals are current and relevant, that modifications are developed and deployed properly, that service issues are escalated to the proper support teams and the output of the support teams are serviceable, and that products are launched with all service procedures and logistics in place. 

• Drive Service efficiency by ensuring all changes are serviceable with current FE Tools and drive issues back to the proper support teams. 

• Create Standardization of repair processes and troubleshooting globally; Understand instrument reliability trends and prioritize WW CTS issues to Business Fields; Deliver new innovative diagnostic tools to drive Field and Technical Support Center efficiencies; Develop parts repair and refurbishment procedures. 

• Provide project management oversight to broad service related projects as required. 

• In this capacity, a service engineer may be called upon to lead cross functional projects that include representatives from IT, Finance, R&D, and Operations. 

• The scope of projects may be similar to the development of a new eConn user interface, supporting the development of new cross functional service IT utilities, or the development of new global service metrics or dashboards. 

• Comply with all SOPs