Senior Service Specialist RainDance Technologies
THIS JOB HAS EXPIRED Job Description
The primary responsibilities of the Senior Service Specialist are to be the first-line resource to diagnose, repair and support RainDance Technologies RDT instrumentation, and to analyze and represent the needs of the field service function in new product and sustaining engineering efforts. This person will interact with our customers via telephone, on-line and at times on-site, including conducting remote sessions online and data upload functions.. The Specialist performs initial triage of customer support requests related to RDT instrumentation with subsequent dispatch of Field Service or Commercial Applications staff, The Specialist will also represent issues of serviceability, reliability and warranty cost reduction in product development teams. Written documentation of service procedures is a critical function. The Specialist ultimate goal is minimizing customer down-time and thereby stimulating consumable usage.
Independent management of schedule to meet customer needs and achieve business goals
Diagnosis and Repair of complex computer, electronic, mechanical, fluidic and optical subsystems, including:
stepper motor driven robotics
microprocessor and control electronics
PC and o/s operation and maintenance
Customer relations management
Use of electronic test equipment
Basic molecular biology laboratory techniques: pipetting, mixing solutions,
Use of Microsoft Office and other general software applications
Other tasks as reasonably requested
Solid understanding of electromechanical and fluidics systems, including hardware, electronics, vision & computer operating systems.
Excellent written and verbal communication skills, particularly by telephone; fluent in written and verbal English.
Self-directed with strong initiative
Strong organizational abilities to manage multiple priorities and coordinate efforts with cross-functional team members.
Excellent problem solving and troubleshooting skills
Strong customer relationship skills
Familiarity with laboratory procedures in molecular biology, especially next-generation sequencing and quantitative PCR Is strongly desired
Experience working in a rapid growth environment preferred.
Bachelor degree BS/BA in Life Science, Chemistry, Engineering or related fields; or equivalent relevant experience.
Minimum of two years experience (or equivalent) as a Field Service Engineer with a working understanding of problem-solving techniques and Best Practices.
Occasional travel on short notice will be required 10%.
This job may involve physical activity such as lifting & carrying up to 50 pounds, manual dexterity and some airplane and automobile travel
Some duties will be performed at field locations, which may require extensive walking, standing and sitting.
Valid driver?s license and legal clearance to travel internationally required.
Use of appropriate safety precautions and protective equipmentrequired in company and customer laboratories
Compensation and benefits in accordance with Company policy.
||Lexington, MA |
THIS JOB HAS EXPIRED