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U.S. Service Technical Assistant

TekWissen LLC

Indianola, PA

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JOB DETAILS
SALARY
$29.37–$29.37
SKILLS
Agriculture, Android, Biomedical Engineering, Biomedicine, Biotech and Pharmaceutical, CAD/CAM (Computer-Aided Design/Computer-Aided Manufacturing), Calibration, Communication Skills, Computer Workstations, Cross-Functional, Customer Escalations, Customer Relations, Data Analysis, Database Administration, Detail Oriented, Diversity, Documentation, Equipment Maintenance/Repair, Hardware Repair, Healthcare, High School Diploma, Human Resources, IP (Internet Protocol), Identify Issues, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Information Technology Software, Interpersonal Skills, Knowledge Management, License Keys, Microsoft Office, Microsoft Product Family, Mobile Applications, Mobile Applications Development, Network Administration/Management, Network Configuration Management, Network Support, Network Systems, On Site Support, Onboarding, Order Processing, Presentation/Verbal Skills, Printers, Product Marketing, Professional Services, Radiology, Sales Management, Salesforce.com, Software Administration, Software Engineering, Systems Administration/Management, Team Player, Technical Support, Test Plan/Schedule, Testing, USB, Workforce Management, iOS
LOCATION
Indianola, PA
POSTED
3 days ago
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. This client is a German multinational Pharmaceutical and biotechnology company and one of the largest pharmaceutical companies in the world, headquartered in Leverkusen, and areas of business include pharmaceuticals; consumer healthcare products, agricultural chemicals, seeds and biotechnology products.

Job Title: U.S. Service Technical Assistant
Location: Indianola, PA, 15051
Duration: 12 Months
Job Type: Temporary Assignment
Work Type: Hybrid
Job Description:
Position Summary:
  • As a member of the Service Operations Excellence squad U.S. Service Technical Assistant will act as a catalyst for multiple functions including technical device setup and troubleshooting as well as numerous activities to support and maintain a steady networked infrastructure.
  • This role leverages networking and IT troubleshooting expertise for training activities and multiple activities to support our remote and field technical resources.

Key Tasks and Responsibilities:

  • Fixing hardware/software issues with Client devices for our Field Service Engineers, sometimes requiring shipping replacements.
  • Key participant with IT and technical projects affecting Client Technical Assistance Center and Field Service teams; responsibilities include attending meetings, providing requested information to IT, supporting software pushes for calibration, testing, troubleshooting/researching issues and applying solutions to fix issues that surface post implementation.
  • Acts as HASP key/Licensing SME. Manages the server & database associated with creating/maintaining the Sentinel HASP service keys. This would include programming new user keys, replacing lost, stolen, or broken keys and mailing them out. Programming of all EU TACs service keys when requested. Yearly reprogramming for all US/CAD/SA FSEs service keys. This Also includes all in-house & V&V engineering keys for office personnel.
  • Works with Software Engineering to keep swift key replacements in stock and sent out when required to US/CAD/ANZ reps.
  • Develops and maintains new processes to support security needs of new products and systems; specifically, around methods of updating the users on these devices remotely.
  • Creates, tests, and labels USB keys every time a new software version is released for a workstation-based Injector.
  • Works with Service Support / Training / Knowledge Management to support PCU Biomed depot box setup whenever new biomed classes are scheduled. Receives virtual care boxes directly from supplier to re-images & configures as depot boxes along with programming the biomed's HASP keys, PassLink license, and PassKeys (when required).
  • Assists with Adhoc biomed license requests via TAC mailbox and/or via phone calls for PassLink & biomed HASP keys.
  • Work with Radiology users on getting the proper LMS ThingWorx Account Management training documentation assigned and proof of completion.
  • Completing new ThingWorx User Request forms filled out properly/signed-off on by management.
  • Verifying that Installation, Replacement, and Removal VC changed have the proper Account / IP information within ThingWorx. Ensuring for Work Order data entered by FSE's has properly updated IP hierarchies and examining system generated SSM's for Duplicate and Failed Asset Registrations.
  • Supports on-boarding of new hires includingsetting them up with Client devices, HASP keys, Swift keys, USB Exceptions, and TWX accounts whenever they come in for training, so they are equipped to begin servicing Client equipment.
  • Supports other ad hoc IT related needs for Solution Delivery Squads as well as other areas of Commercial organization including networking and/or IT related tasks to fix systems and printers, supports IT needs for meetings setup, supports contractor resources on and off boarding activities and other IT related troubleshooting tasks.
  • Support for our new PassLink Mobile application, our in-house-developed mobile application (iOS & Android) for field service engineers and Client-trained biomedical engineers. Including, but not limited to, setting up new users and assigning roles within, actively troubleshooting issues, and working with the internal development team on new-release features and bug fixes.

Key Working Relations:

  • Customer Squads, Solution Delivery Squads and Dynamic Squad, Product Squads including Marketing, Data Analytics and Professional Services, Human Resources; Client Customers, Answer Service Vendors and IT, Head of America's and support staff, other regions/global and external vendors

Qualifications:

  • High School Diploma/GED with 3+ years of applicable experience or Associate's degree in business and/or technical competency, with 1+ years of applicable experience or Bachelor's degree in business and/or technical competency
  • Technical acumen to support IT networking and system setup needs to support technical support teams
  • Strong knowledge and ability to work with systems and data
  • Strong communication and presentation skills, as well as strong customer relationship focus and skillset, with confidence to de-escalate customer concerns
  • Excellent interpersonal and communication skills
  • Hands-on mentality, self-motivation, team-player attitude, detail-orientation, and results-driven mindset
  • Proficient in Microsoft Office product suite.
  • Confidence to provide direction and communicate without direct authority.
  • Preferred: Proficiency with departmental tools like ServiceMax, Salesforce, remote support systems, including PTC ThingWorx
TekWissen Group is an equal opportunity employer supporting workforce diversity.

About the Company

T

TekWissen LLC

WE THE TEKWISSEN PEOPLE

TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.

To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.

Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.

It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.

Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.



COMPANY SIZE
100 to 499 employees
INDUSTRY
Computer/IT Services
FOUNDED
2009
WEBSITE
http://www.tekwissen.com/