Technical Support Engineer - Remote

Job Summary Overseeing the service of assigned instrument platforms and ensuring the proper functioning of services in this area. The Technical Service Specialist will be part of a team of technical experts, providing essential technical knowledge to support customers and field staff with high-quality service.

Key Accountabilities

• Resolve Escalated Technical Issues : Address and manage technical problems escalated from the field to ensure prompt resolution.
• Ensure Performance and Continuous Improvement : Be accountable for the performance and continuous improvement of service for assigned instruments, meeting key metrics such as First Time Fix rate, IFR, response time under 24 hours, and cost efficiency.
• Train Field Service Engineers (FSE) : Keep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills.
• Provide Technical Support : Offer telematic, voice, or on-site support to FSEs for technical troubleshooting and guidance. As well, provide technical support to the assigned customers
• Maintain Technical Documentation : Ensure that all necessary and up-to-date technical documentation for assigned platforms is available and accessible to FSEs.
• Liaise with Manufacturers : Maintain regular communication with the instrument manufacturers, escalating issues and following up on improvements.
• Oversee Service Operations and Supervise Unit s : Supervise the operations of assigned units and review service performance with the Business Unit.
• Define Spare Parts and Stock Requirements : Define appropriate stock levels in the warehouse and for car stock to ensure repairs are completed within the committed timelines.
• Generate Performance Reports : Regularly generate and review reports on the quantitative and qualitative performance of service operations for assigned platforms.
• Refield Instruments and Test Modules : Refurbish and test instruments and modules in the workshop to ensure they meet operational standards before deployment.

Networking / Key relationships

Other roles within service : Service Specialist Manager, Service Area Manager, Service Director, Helpline, Field Service Engineer, Supply Chain.

Minimum Knowledge & Experience required for the position :

Education : Relevant technical background, such as Industrial, Electronic, Informatics, Telecommunications Engineering, or similar fields.

Experience : Experience in technical service support.

Additional Skills / Knowledge :

Skills & Capabilities :

Travel requirements :