Danaher Corporation Sr. Development Support Engineer in Brea, California
Sr. Tech Support Engineer
As part of the Global Technical Support Team, the Sr. Technical Support Engineer collaborates with Global Service, leading product support for Diagnostics systems by providing escalation management, developing and executing support strategies, and training field specialists and instructors in support of new product launches.
Lead product line Technical Escalations of system issues.
Expert level knowledge of existing clinical diagnostics, chemistry systems from hardware perspective and acquire applications knowledge to aid in problem diagnosis.
Support product development by leading efforts to acquire technical information regarding product performance, competitive features and clinical/research requirements, to ensure Technical Support deliverables are met.
Perform in depth analysis of service data to identify root causes to systemic issues and develop interim mitigations and potential corrective actions.
Develop creative and effective support strategies, providing feedback to and drafting product documentation such as, service manuals and procedures.
Build software and hardware installation procedures for use by internal and external engineers.
Leads and mentors Technical Support teams.
Responsible for developing and conducting technical training for product lines.
Provides recommendations in development projects as a customer and service advocate.
Provides guidance to design and test methods for verification of all service procedures.
Build and execute test procedures and generate test summary reports.
Develop requirements for Service Diagnostics.
Effectively engage in the Early Response Team process for product introductions to ensure product success, employing sound project management.
Ensure all safety, quality and regulatory requirements are in compliance with standards and agencies for a regulated industry such as: ISO, GMP and FDA.
Collaborate with all key partners to utilize Danaher Business Systems (DBS) for ongoing process improvement.
Design and execute experiments to be used in the isolation of customer reported issues.
Perform other related duties as and when assigned.
Bachelor's degree in engineering, science or related technical field with 5+ years of relevant experience in a biotechnology industry; or
Master's degree in engineering, science or related technical field with 3+ years of experience.
Must be able to support 24/7 on call as needed.
Proven leader with strong project management skills.
Excellent troubleshooting and problem-solving skills.
Outstanding written and verbal communication skills with the ability to communicate information to multi-functional audiences and management.
Strong computer skills and experience with relevant software programs (Oracle Business Intelligence Module Skill)
Analysis & Judgment - Uses logical methodology in analyses. Prioritizes assigned work assuring milestones are achieved.
Customer Focus - Learns customer business needs and takes action to meet those needs. Communicates regularly with customers to learn about their business challenges and requirements.
Focused Urgency - Displays initiative and a willingness to "get it done". Focuses energy on meeting key targets to achieve quality results. Builds action plans to achieve goals.
Demonstrated ability in and commitment to continuous process improvement.
Customer satisfaction as measured as business aggregate including compliance, product quality, reliability, after sale cost of support/ownership, and net promoter scores.
Must be willing to travel internationally and domestically approximately 25% of the time.
Position Specific Requirements
The desirable candidate for this posting will have:
An interest in data analytics as applied to failure analysis and corrective actions.
Strong proficiency in Microsoft Office (Outlook, Word, Excel).
Experience in technical writing and documentation.
A background in Medical Device Support or Development, specifically chemistry.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.