Danaher Corporation Product Support Specialist, Global Services in Boston, Massachusetts
Be part of something altogether life-changing.
Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.
At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.
Cytiva is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
About the Team:Global Service Engineering (GSE) is a team responsible for ensuring timely delivery of service product features, technical publications, initial training, global parts availability, service process validation and advanced technical support to our field service teams.
We are involved in all new hardware/software development projects to ensure that our products meet the desired and required design for service level expected from a modern product. Once a new product has been launched, we are also a natural part in the life cycle management process.
We also provide remote and onsite support to our Field Service Engineers when required.
What You’ll Do!
This position focuses on providing an outstanding technical support to our field service teams. The primary task includes answering Level 3 technical escalations working the solution together with the GSE team and the requestor, or redirecting them to the correct recipient within Level 4 support (typically R & D or similar design organization).
Will also track the support flow looking for trends that can indicate quality issues and work with GSE to resolve those. Pulling metrics and working with KPIs.
The position requires communication and collaboration with several functions in the organization and will be involved in the full lifecycle of the product and installed base support.
Duties include (but are not limited to):
Own and drive field rapid and effective service/customer technical escalation support and processes.
Deliver high-quality support in a timely manner through our Quality Case Management system.
Consistently review complaint/technical critical issue trends and report those back to life cycle management teams through our GSE team.
Own and maintain regular communication mechanism with the service regions to discuss ongoing cases, collect feedback and report out ongoing activities within GSE.
Maintaining effective Quality systems compliant with Cytiva Quality policies.
Who You Are
Masters or Bachelor’s degree in Science or Engineering (Biomedical, Electrical, Mechanical), or Associates Degree with relevant experience in the Biopharma or Life Sciences industry.
Five years relevant work experience
Self-motivated, self-starter with the ability to work independently and learn quickly;
Proven technical depth with problem-solving techniques
Experience in complaint and/or case handling in Services, Support or R & D
Experience with IT Infrastructure and Database Administration
Experience working with Field Services, Technical Support, Service Engineering or System Engineering
Experience of working in project teams meeting deadlines and deliverables timely
Effective communication skills and ability to present ideas clearly and concisely
Analytical skills and experience of pulling/processing data / metrics
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.
Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at email@example.com to request accommodation. If you’ve ever wondered what’s within you, there’s no better time to find out.