Danaher Corporation Cell & Gene Therapy Product Support Specialist, Global Services, EMEA in York, United Kingdom
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.
Global Service Engineering is as a team responsible for ensuring on-time 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 on-site support to our field service engineers when required.
We are looking for a new college with focus on our C> product line to our Product Support Team within Global Service Engineering.
What You'll Do
This position focuses on providing a first-class technical support to our field service teams. The primary task includes answering level 3 technical escalations working the solution together with Global Service Engineering team and the requestor, or redirecting them to the correct recipient within level 4 support (typically R&D or similar design organization).
You will also monitor the support flow looking for trends that can indicate quality issues and work with Global Service Engineering to resolve those. Pulling metrics and working with KPI’s will be a natural part of the role as well.
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 also 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
Constantly monitor and review complaint/technical escalation trends and report those back to Life Cycle Management teams through our Global Service Engineering team
Own and maintain regular communication mechanism with the service regions to discuss ongoing cases, collect feedback and report out ongoing activities within Global Service Engineering
Maintaining effective quality systems compliant with Cytiva Quality policies
Who you are
Masters or Bachelor’s degree in Science, Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or Associates degree with relevant experience in BioPharma industry.
5 years relevant work experience
Technical familiarity with our C> product line and automation control software/hardware
Self-motivated, self-starter with the ability to work independently and learn quickly
Understand that the customers determine our success
Demonstrated technical depth with problem-solving techniques
Experience from complaint and/or case handling in service, support or R&D
Experience of IT infrastructure and DataBase Administration
Experience working with Field Service, Technical Support, Service Engineering or System Engineering
Experience from the Life Sciences business
Experience of working in project teams meeting deadlines and deliverables
Effective communication skills and ability to present ideas clearly and concisely
Analytical skills and experience of pulling/processing data and working with metrics
Fluent speaking and writing in English language
This position can be remotely based within the EMEA region. Preferred location will be Uppsala, Sweden.
We will review applications continuously, and look forward to your application!
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.