Global Online Remote Service Engineer at Cytiva in Spartanburg, South Carolina

Job Description:

What you'll do

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  Own customer cases assigned to Remote Service team:

  
  

Provide fast response remote support to incoming technical issue raised by Cytiva customers globally according to contract prioritization and applying right service differentiation.

Diagnose and troubleshoot complete failure on hardware, Software or Network using remote support solutions.

Fix remotely customer issue or propose the right part to be ordered in parallel to the FSE assignment.

Follow up with customer, OptiRun Service team (customer care center) and regional service engineers on case status.

Support regional billable customer cases making cost estimate.

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  Support field service engineer:

  
  

Provide live remote support to field service engineers on site and involve additional engineering resources as part of technical escalation process.

Document resolution path provided to FSE and create knowledge article accordingly.

Ensure efficient handover to Global Service Engineering / Tech Support at time of escalation.

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  Drive global remote service performance:

  
  

Apply process, track backlog, and deliver remote support based on KPIs participating to the overall success of the team.

As part of global remote service team, you are accountable for process and responsible for performance global delivery.

You are in contact with regional service team to keep awareness of issue, status, and resolution path.

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  Develop and share knowledge:

  
  

Contribute to Service knowledgebase and actively feeding, updating, and maintaining knowledge management database. You have a key role player on the knowledge transmission within all Service team, by identifying quality or recurring issues, by documenting resolution working closely with global service engineering. Participate actively to knowledge sharing session delivered within the global remote service team. Keep your high technical expertise, applying continuous learning by working closely with global engineering and field engineers regularly. Go regularly on site at customer performing hands on critical job supporting field regional team or new field engineers on job training.

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  Keep regional service intimacy:

  
  

Keep closed connection with regional service team for planning support, business updates and participate to regional business and technical ops mech.

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  Engage on remote technology project:

  
  

Participate actively to remote solution initiatives and projects and co-lead requirement, test, & deployment action plan (Phone system, Smart Glasses, Augmented reality video guidance, IoT platform).

Provide level 1 technical support on our IoT asset monitoring platform and participate to project enhancement.

Travel as needed for training and for field or customer support ~ 10-15%

Who you are

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  Associate or bachelor's degree in science, Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or relevant experience in BioPharma industry.

  
  


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  A solid engineering experience and an expert level knowledge of the repair and maintenance of Bioprocess systems and/or Cell Culture & Upstream systems.

  
  


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  Strong expertise and experience on existing hardware Cytiva portfolio (Filtrations, Chromatography, Process, Bioreactors, Mixers…) and software platform like UNICORN Software networking and advanced IT skills.

  
  


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  Demonstrated excellent troubleshooting and problem-solving abilities, handling & resolving technical issues, guiding and supporting customer remotely, with tenacity and imagination, in industrial or academic customer environment, in timely manner.

  
  


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  Fluent speaking and writing in English language. Additional European language preferrable.

  
  

It would be a plus if you also possess previous experience in:

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  Ability to train/mentor peers, ability to stay calm in pressurized situations and coach people through solving problems, efficient written and verbal communications skills.

  
  


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  Knowledge Service Max CRM experience, understanding of Cytiva products (upstream/downstream/software/cell therapy) desirable.

  
  

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit

www.danaher.com
.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.