Job ScopeThe Global Servie System Specialist is responsible for the overall serviceability of Luminex instruments, to include advanced global technical support, training, product development and communications to customers, technical field service engineer staff and the Depot. Continued focus on product and service improvements and innovative solutions.
Key Duties and Responsibilities- Provide technical software leadership and support for major customer organizations in servicing, maintaining, and operating Luminex instruments
- Provide in-depth technical software and computer service knowledge to assist in product development, investigations, design, distribution and serviceability requirements.
- Contribute to key decisions points that drive product service offerings, service revenue, and value added support that generates growth.
- Mentor and train global regional partners, trainers and field service engineers
- Analyze data reports, instrument support packages and service documentation to identify technical trends and proactively identifies areas of improvements for device services.
- Create and execute improvement plans to ensure customers and partners receive the highest quality of technical support. Example of improvement areas may be in software changes, service cost savings, service time reduction, new business/service deliverable initiatives.
- Lead the development and maintenance of software and service training documentations, manuals, bulletins and other communication materials.
- In conjunction with the SD&I, produce comprehensive service documentation while ensuring the impact on the department is appropriate and manageable.
- As needed, release and update part numbers for both existing and new products.
- Ensure the Field Service portal is updated and current with appropriate information needed by both internal staff, as well as customers.
- Develop effective working partnerships with internal Luminex departments to ensure goals, deadlines, and schedules are met.
- Maintain in depth software and hardware knowledge of all assigned Luminex instrument core products in regard to function, application and service (troubleshooting, diagnostics and repair).
- Enforce and adheres to all environment, health and safety SOP's, equipment policies and procedures, including department specific requirements.
- Other related duties as assigned.
- Mentor Associates, providing guidance, assistance, and direction needed to promote a successful growth path.
Education, Experience and Qualifications- Associate's Degree Associate's (AA or AS) degree in Electronics or instrumentation/ electronics equivalent background or a science/engineering background from an accredited two or four-year college or university, or relevant work experience. required
- 2+ Years Enterprise Resource Planning Systems experience preferred
- 2+ Years Field Service operations or relatable experience preferred
- 2+ Years Technical Product Management experience preferred
- 2+ Years Instructor or relatable experience preferred
- 2+ Years IT & Networking or relatable experience preferred
- 2+ Years Customer Relationship Management Systems experience preferred
- 2+ Years Software Development or relatable experience preferred
- Highly organized with proven time management and prioritization skills (Medium proficiency)
- Ability to work independently and with minimal supervision (Medium proficiency)
- Ability to summarize complex technical information and communicate effectively to external teams (Medium proficiency)
- Knowledge and troubleshooting experience of operating systems (Windows, Linux) and user, group, file and folder permission issues (Medium proficiency)
- Understanding of common IT policies to networked PCs, and the affects to programs and applications (Medium proficiency)
- Ability to develop scripts (Power Shell, Python, Dos, Batch) to parser system logs and find relevant data (Medium proficiency)
- Ability to create technical content that is relatable to audiences of different skillsets (Medium proficiency)
- Successfully train service engineers of all skillsets and training challenges (Medium proficiency)
- Be the technical product lead across interdepartmental functions (Medium proficiency)
Standard Working Conditions- Hybrid work schedule to work on-site to teach, attend in-person functions, and properly maintain workflow - Occasionally
- Possible exposure to biological or chemical hazard, extensive noise, and/or working with lasers. - Occasionally
- Work situations include dealing with people; working alone; making judgments and decisions; and directing, controlling or planning the activity of others. - Occasionally
- Exposure to Chemicals, Lasers, Excessive Noise, etc. - Occasionally
Travel Requirements- 10% Domestic travel may be required
- 10% International travel may be required
