The
Product Support Engineer, BioPharma is responsible for providing high-quality engineering support to meet Field Service and external customer needs on our QPix, ClonePix and CloneSelect Imaging Systems. The successful candidate will be a results-driven individual with passion for customer satisfaction and who is excited to be part of a new team. The candidate demonstrates excellent troubleshooting skills and translates their knowledge into effective service documentation including manuals, technical bulletins, work instructions and parts lists.
Interaction with cross-functional team members is essential, including Service, R&D, Operations, Sales, Marketing, and the Customer.
This position reports to the Senior Manager, Product Support Engineer, is part of the Product Support Team in the Service Organization, and is a fully
ONSITE role at our facility located in
San Jose, California.
In this role, you will have the opportunity to:- Generate documentation and conduct hardware and software training to enable support of the products by our global field service engineers and technical support.
- Provide direct escalation support to the Field Service Engineering and Technical Support teams for BioPharma and related products. Report and escalate to management as needed.
- Perform risk management to minimize serviceability risks for existing and new products.
- Provide project execution support to ensure they meet service requirements prior to shipment.
- Learn and use DBS tools such as FMEA, Problem Solving, Poka-Yoke and Standard Work to achieve quality, delivery and cost targets and to continuously improve processes
The essential requirements of the job include:- Bachelors degree or higher in a Life Science discipline or in Engineering.
- 3+ years of professional work experience as a hands-on engineer in a life science company or discovery laboratory environment.
- Experience training, coaching, or mentoring technical teams and helping others build their skills and confidence.
- Strong communication skills, with the ability to explain technical concepts clearly to a variety of audiences.
- Experience creating or improving service manuals, technical documentation, work instructions, or knowledge resources.
Travel & Physical/Environment Requirements:- This position requires up to 30% travel to visit customers or provide technical training, which may potentially include overnight stays. Travel will primarily be domestic but may occasionally be international.
- This position requires the ability to regularly lift, move, slide, raise and/or place up to 50 lbs. unassisted.
It would be a plus if you also possess previous experience in:- Experience with clone selection technologies and laboratory automation, or cell culture of mammalian or bacterial cells.
- Demonstrated success in managing multiple activities/projects, priorities, or people in a fast-paced, high-growth, results-driven environment.
- Excellent communication, interpersonal, analytical/problem-solving skills, and the ability to work with cross-functional teams.
- Ability to quickly learn and master new products and software applications desired.
Molecular Devices, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
The annual salary range for this role is $105,000.00 to $115,000.00. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.
This job is also eligible for bonus/incentive pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
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