The Sr. Technical Support Specialist provides technical support to field engineers and the inside service team who are diagnosing, troubleshooting, and repairing complex electro/mechanical scientific equipment, computer systems, and/or complex software. This role responds to situations where inside technical product support has failed to isolate or fix problems in malfunctioning equipment or software. In addition, this role develops and delivers technical training as well as being responsible for supporting new product introductions from the Liquid Chromatography product line.
DUTIES AND RESPONSIBILITIES:
Technical support (Primary Role)
Provide 3rd level Technical Support and problem resolution to field service and inside service representatives as requested or required.
Monitor and respond to field service Alert system. Be responsible for the completion and escalation of open issues. Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings.
Collaborate with R&D, vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement.
Maintain Service Documentation
Technical Training
Develop and maintain service training course content of assigned product line/technology.
Conduct technical training courses for service engineers, inside service and/or customers in the use, maintenance and troubleshooting of assigned product line/technology.
Maintain instrumentation and laboratory space used for conducting service training
New Product Support
Support new product development efforts by providing DFX input and evaluation of design-for-service.
Creating service documentation, defining and forecasting service parts, developing installation protocols.
Develop new service training courses to support new product introductions.
Participating in launch support teams to monitor initial installations and ensure successful product launches
General Requirements
Ability to work a hybrid schedule in Shelton, CT including periods of full time onsite as required to conduct training courses.
Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.
Travel Requirements: Minimal travel required.
EDUCATION AND EXPERIENCE:
Required Qualifications:
Preferred Qualifications:
The annual compensation range for this full-time position is $90,000 to $120,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.