Product Support Engineer
LanceSoft Inc
Job Description
Job Description
The responsibilities will include:
- Client inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Client enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us.
- Primary responsibilities for this role are to provide post-sales support and to develop the support strategy for new products.
- Uses in-depth technical or scientific knowledge and product expertise to resolve product support escalations. May interact directly with customers or provide deep support internally to Field Service Engineers, Remote Engineers, or customer call center personnel
- For new products ensures support plan, repair levels, and production support plans are developed and implemented.
Additionally may -
- Provide technical product and measurement consulting on presales opportunities
- May interact with marketing, sales, technical support, QA, manufacturing, product development, etc. as well as external customers to ensure that products have necessary features, cost parameters, supportability goals, reliability targets and release schedules
- May be responsible for writing product/process user documentation
- May develop and deliver technical training to the Agilent technical support teams, such as field service and remote service engineers
- Reduces broad concepts, business strategies into structured projects
- Leads the design/ delivery of new support strategies/ processes; is the key technical contributor
- Solves complex, high impact technical support program/ process design/ development problems
- Ability to travel up to 20% of the time (domestic and international)
Requirements
- Post-Secondary diploma in an applicable area of study considered an asset.
- Bachelors or Masters Degree or University Degree or equivalent.
- Experience with analytical scientific instruments is required. LC and/or MS is a plus.
- Requires specialized depth and/or breadth of expertise in job.
Vacancy posted 2 days ago
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