Service Engineer II

Working with domestic and international R&D departments, functional teams and product owners, the Service Engineer will be responsible for designing the processes, documentation, training, and workflows required for the proper delivery, installation, support, and servicing of products and then executing the design transfer of the product’s service design to operations. Participate in strategic customer calls to collect needs and provide solutions, support during escalations, as well as to plan special deployment/integration paths.

Primary Talent Partners has a new contract opening for a Service Engineer II with our healthcare client in Skaneateles, NY. This is a 9-month contract with a potential for extension.

Pay:$47.00 - $57.00/hr; W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment. Candidates must be legally authorized to work in the United States and must be able to sit on Primary Talent Partners W2 without sponsorship.


Schedule: M - F 8am - 5pm | 2-3 days onsite, Travel might be required maybe twice during the duration of the project

Description:
Working with domestic and international R&D departments, functional teams and product owners, the Service Engineer will be responsible for designing the processes, documentation, training, and workflows required for the proper delivery, installation, support, and servicing of products and then executing the design transfer of the product’s service design to operations. The Service Engineer will provide hands-on technical support during the design and post surveillance phase, including escalations.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Demonstrates understanding of customer needs for the supported business segments.
• Develop/administer Service Engineering documentation through the entire product lifecycle.
• Participate in pre-sale activities, as needed.
• Develop/administer the training to the Tier 1 & 2 teams, Solution Architects (SA), etc. for the 5-Customer Interactions (5-CI) processes.
• Develop/administer deployment/configuration training for the Service teams, within the 5-CI process, as well as participate in deployments and upgrades, as needed.
• Provide Tier 3 support by handling customer escalations from the Tier 2 team.
• Provide other support to customers.
• Works effectively in a collaborative climate among internal teams, external partners, and business segments to achieve organizational goals in a matrixed environment.
• Demonstrates understanding of and adherence to FDA, ISO, IEC design control procedures, regulations, and standards ensuring appropriate design controls are being adhered to during engineering efforts and new product development.
• Participate in the decomposition of system requirements to derived requirements.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Lead technical team during project execution, to ensure high quality outputs in a timely manner.
• Participate in strategic customer calls to collect needs and provide solutions, support during escalations, as well as to plan special deployment/integration paths.
• Identify improvements area of the 5CI process.
• Effectively and systematically communicate issues that may affect commitments, as well as identify and propose potential solutions.

EDUCATION, EXPERIENCE AND QUALIFICATIONS:
Essential competencies:

• Office Word, Excel and tracking systems (DevOps, Jira, etc.) knowledge needed.
• Must possess a strong knowledge of engineering disciplines and solid knowledge of related disciplines.
• At least an associate degree with at least 2-5 years of relevant technical experience in R&D environment.

Skills and Abilities
Technical skills and abilities:

• Troubleshooting
• Problem Solving
• Advanced Excel skills
• Advanced Word skills
• Advanced computer management skills
• Leadership skills and abilities: Ability to share and teach known technical topics.

Behavior skills and abilities:

• Ability to work under minimal supervision.
• Ability to work well in groups.
• Calm under pressure.
• Open to new ideas.
• Detail oriented.
• Valued but not required competencies:
• Certifications and prior relevant work experience
• Prior experience of Cloud solution products.

ENVIRONMENT:

• This position will require office presence according to company policies, more as needed.
• Ability and availability to travel in case of need.

Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at info@primarytalentpartners.com

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