Product Line Support Associate (Instrumentation Laboratory Company, a Werfen Company, Bedford, Massachusetts): On behalf of a worldwide developer, manufacturer, and distributor of specialized diagnostic instruments for hemostasis, acute care, and autoimmunity products and services, will help develop, manage, and standardize Field Service procedures and reporting processes worldwide. Help evaluate the Service data reported worldwide and serve as a main contact point for Service-related issues. Provide technical service support, training, process, and procedures for Hemostasis Automation Instruments to company affiliates, distributors, and customers. Develop customer satisfaction through installing and providing preventive and corrective maintenance and updates of Hemostasis Instruments.
ResponsibilitiesSpecific responsibilities will include:
Support Worldwide Service Strategic Business Unit (SBU) services programs including troubleshooting for assigned Hemostasis Automation Instruments product lines.Support the Hemostasis Automation Instrumentation product lines by assisting in the overall lifecycle of supported equipment including the introduction, production, post-production, and end-of-support phases.Support and help coordinate beta programs to meet the objectives defined by the Product Management, Engineering, and Executive Teams.Use analytics to assess business challenges and identify root causes to support worldwide affiliates.Assist with monthly product quality reviews to detect product and process trends. Define key objectives and priorities to improve product performance.Report issues, concerns and trends to Quality Assurance (QA), R&D, and Operations to initiate and expedite solutions.Define key objectives and priorities to improve product performance.Provide technical input to problem solve products.Develop and manage spare part lists as needed.Communicate service-oriented product updates to internal and external channels.Work with Worldwide Service SBU team during customer escalations regarding products.Interface with company internal direct field service organization, service affiliates, service distributors, and external affiliates as needed.Visit customer sites as needed to provide training to affiliates and field personnel and to resolve complicated technical issues.Work across departments including with R&D, QA, Regulatory, Manufacturing, Commercial, and Marketing departments to develop and implement cross- departmental processes to maximize Worldwide Service efficiency and productivity while controlling operating costs.This is a hybrid position working 3 days per week at the office in Bedford, MA and 2 days per week from a home office within commuting distance to Bedford, MA. Position requires 50% of time on domestic and international travel.
QualificationsMinimum Requirements: Bachelor’s degree in an Engineering or related technical field and 3 years of experience in a field service role working in a product support or technical environment with electro-mechanical equipment within the medical device or IVD industry.
Must also have: (I) Knowledge of Hemostasis and Critical Care instrumentation; (II) Understanding of: (a) the operation of high performance and critical care service organizations and (b) business systems, computer hardware and software including Microsoft, Linux, SAP, Client Service Interface, VPNs, LIS/HIS interfaces, TCP/IP protocols, and ASTM/HL7 interfaces; (III) Background in: (a) analyzing complex data to assess business challenges and identify root causes and (b) creating data models to control and improve instruments performance; (IV) Track record leading and guiding peers to solve high complex issues on medical devices; (V) Detail oriented with strong organizational skills and ability to support team members; (VI) Excellent interpersonal, verbal and written communication, and cross-functional skills, including working as a team player in a matrix environment; and (VII) Customer centric attitude and track record demonstrating customer focus by promoting and maintaining strong customer relationships.
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