DUTIES AND RESPONSIBILITIES / ESSENTIAL FUNCTIONS
Develop and Deliver Instrument Field Service TechnicalTraining

*Conducts technical training courses for service engineers in the use of assigned product line/technology.
*Interacts with internal organizationsand contractorsto develop training course content.
*Works with engineering, business elements, and manufacturing to ensure that course material reflects
current product features and specifications.
*Instructs participants in classroom lectures, laboratory sessions and on-line training.
*Provide technical support to field service engineers.
*Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost
provisions while maximizing customer satisfaction metrics.
*Monitor and respond to field service escalations. Minimize warranty and installation costs and instrument
replacements.
*Work closely with other business functions (R&D, Manufacturing and Quality)to troubleshoot and evaluate
product problems,assist inroot-cause analysis and implementofproduct and/or process improvement.

Maintain Technical Documentation
*Play an active role in the development, maintenance and implementation of technical documentation, user
information services and in-house technical knowledgebase systems to improve the efficiency of less-senior
technical specialists and field service resources.
*Maintain updated service documentation and regularly distribute service update communications to field
service organization.
Support New Product Introduction
*Support new product development efforts by providing critical input and evaluation of design-for-service,
creating service documentation, defining,and forecasting service parts, developing installation protocols,
training field service specialists and participating in launch teams to monitor initial installations and assure
successful product launches.
Other
*Other responsibilities and assignments as requested by management

Basic Requirements
Education BS Engineering, Science or equivalent

Preferred
ExperienceMinimum 5 years
SkillsElectromechanical, Scientificinstrument,
medical devices, laboratoryautomation

WORK ENVIRONMENT
Office/lab/production. Some home/remote