Global Remote Services Engineer
il y a 3 semaines
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. Your health and wellbeing are important to us and together we will not compromise on safety in the workplace or the environment.
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 (Full-time) Remote Service Engineer to work within our Global Remote Center team of 30 employees across the world. Do you like working in global remote environment and handling technical challenges? Then we would love to hear from you.
What you’ll do
**Own customer cases assigned to Remote Service team**:
Diagnose and troubleshoot complete failure on hardware, Software or Network using remote support solutions.
Fix remotely customer issues or propose the right part to be ordered in parallel to the FSE assignment.
Follow up with customer, OptiRun Service team (customer care center) and regional service engineers on case status.
Support regional billable customer cases making cost estimate.
**Drive global remote service performance**:
As part of global remote service team, you are accountable for process and responsible for performance global delivery.
You are in contact with regional service team to keep awareness of issue, status, and resolution path.
**Develop and share knowledge**:
Contribute to Service knowledgebase and actively feeding, updating, and maintaining knowledge management database. You have a key role in the knowledge transmission within the Service team, by identifying quality or recurring issues, by documenting resolution working closely with global service engineering.
Participate actively to knowledge sharing session delivered within the global remote service team.
Go regularly on site to perform hands on critical jobs to support the field regional team or new field engineers on job training.
**Keep regional service intimacy**:
Keep closed connection with regional service team for planning support, business updates and participate in regional business and technical ops mech.
Communicate proactively and share relevant information within Service team. Through effective communications on remote performance, remote technology initiatives, training needs
**Support field service engineer**:
Provide live remote support to field service engineers on site and involve additional engineering resources as part of escalation process.
**Engage on remote technology project**:
Participate actively to remote solution initiatives and projects and co-lead requirement, test, & deployment action plan (Phone system, Smart Glasses, Augmented reality video guidance, IoT platform).
Provide level 1 technical support on our IoT asset monitoring platform and participate to project enhancement.
**Interact with Tech Ops team**:
Proactively engage with technical support team to ensure best in class support for customer in case of escalation.
Provide inputs on job results and IB analysis to improve efficiency and productivity working together with regional and product engineer teams. Identify opportunities to improve overall product quality through NPI process, service delivery processes, remote tools, and support capabilities, and finally customer satisfaction.
Travel as needed for training and for field or customer support
Who you are
Associate’s or bachelor’s degree in Science, Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or relevant experience in BioPharma industry.
6+ years of engineering experience and expert level knowledge of the repair and maintenance of Cell Culture & Upstream systems.
Strong expertise and experience on existing hardware Cytiva portfolio (Filtrations, Chromatography, Process, Bioreactors, Mixers ) and software platform like UNICORN Software networking and advanced IT skills.
Demonstrated excellent troubleshooting and problem-solving abilities, handling & resolving technical issues, guiding and supporting customer remotely, with tenacity and imagination, in industrial or academic customer environment, in timely manner.
Strong customer service and interpersonal skills.
Self-motivated, high autonomy and able to manage concurrent, conflicting priorities.
Demonstrated aptit
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