Act as the primary technical liaison between internal technical groups (Engineering/Quality/Manufacturing) and the various internal and external sub departments of the Service Solutions organization.
Responsible for new product development, install base sustaining support, life cycle and change management, technical support escalation, service technical bulletins, service training and service documentation.
Work closely with the multi-functional partners in support of the product development process by providing recommendations on design for serviceability, service tooling requirements, and service training.
Identify and document potential product and process improvements and suggest solutions.
Provide support for all phases of product lifecycle development.
Develop programs using feedback and technical knowledge which effectively apply department resources and reduces customer down time.
Serve as the Final Tier escalation resource and subject matter product expert, for complex technical related issues in the field.
Provide on-site support to field service engineers (FSE’s) to resolve unusually complex or urgent product failures, support of clinical trials and/or validate service tools.
Manage service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field.
Monitor service and reliability data.

Requirements

Bachelor's degree in Engineering or a combination of equivalent work experience, education and training.
6+ years of experience in Field Service, Technical Support, Manufacturing Engineering, Product Support Engineering, or related role.
Experience working in a regulated industry, such as Medical Device and/or Aerospace experience.
Experience with Project Lifecycle Management (PLM) systems.
Excellent written and verbal communication and presentation skills.
Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
Effective analytical and problem-solving skills.
Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.
Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks.
Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects.
An approachable individual who prides themselves on providing a high level of service and support.

Benefits

medical
dental
vision
life insurance
short- and long-term disability
business accident insurance
group legal insurance
consolidated retirement plan (pension)
savings plan (401(k))
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

product developmentlife cycle managementchange managementtechnical supportservice documentationservice toolingproduct lifecycle developmentanalytical skillsproblem-solving skillsproject management

Soft Skills

communication skillspresentation skillsorganizational skillsself-starterapproachableservice-orientedability to prioritizeability to simplify complex problemsability to manage multiple tasksteam collaboration