Danaher Corporation Global Remote Service Engineer Wave/Xuri in Seoul, South Korea
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.
We are looking for a dedicated Remote Service Engineer - Wave to work with our specialist Global Remote Center team of 10 employees across the world. Do you have a passion for Remote Service? Then we would love to hear from you.
What you’ll do
Take ownership of cases assigned to Remote Service team.
Provide fast response remote support to incoming technical issue raised by Cytiva customers globally according to contract prioritization.
Diagnose and troubleshoot complete failure using remote support solutions.
Follow up with customer, OptiRun Service team (customer care center) and regional remote engineers on case status.
Take ownership for driving global process, measure, supervise and deliver critical metrics participating to the overall success of the team.
Contribute to Service knowledgebase and actively feeding, updating, and maintaining knowledge management database.
Keep your high technical expertise, applying continuous learning by working closely with Global engineering and Field engineers regularly. Going regularly on site at customer performing hands on job supporting field regional team or new field engineers on job training.
Analyze job results and IB to improve efficiency and productivity working together with regional teams. Identify opportunities to improve overall service delivery processes, remote tools, and support capabilities, and finally customer satisfaction.
Who you are
Associate’s or bachelor’s degree in Science, Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or proven experience in BioPharma industry.
6+ years of engineering experience and specialist level knowledge of the repair and maintenance of Cell Culture & Upstream systems
Strong expertise and experience on ReadyToProcess Wave and Xuri hardware systems with Unicorn Software networking and sophisticated IT skills.
Demonstrated ability to handle/resolve difficult technical issues remotely. Experience supporting Site Care, Fast Response or Flex Factory customers meeting tight SLAs would be a plus.
Strong customer-service skills, highly motivated team-player, prior project, or technical leadership experience.
Demonstrate tenacity, perseverance, imagination, and high sense of initiative to remotely connect, guide and support customers on break fix.
Demonstrated ability to train/mentor peers, ability to stay calm in pressurized situations and coach people through solving problems, strong written and verbal communications skills that can effectively communicate with a diverse workforce.
Ability to drive improvements in efficiency, knowledge/experience with the healthcare Biopharma industry.
Proficient in Microsoft Office Suite, excellent computer skills and networking ability.
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.At Danaher, 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.If you’ve ever wondered what’s within you, there’s no better time to find out.