As a member of the Technical Service Department, develop technical expertise in one or more product families in order to provide complete technical support to customers, Channel Partners, Domestic and International Sales Teams with emphasis on equipment.

Position Summary:

• Provide 2nd tier technical support to customers, channel partners and sales teams in resolving product performance problems: this includes installation, operation, training, troubleshooting, data analysis and interpretation.
• Perform regular proficiency tests to maintain and demonstrate mastery of technical skills and knowledge.
• Mentor the Product Support & Field Service teams in troubleshooting complex equipment problems to ensure prompt and complete support to the end user.
• Maintain a working knowledge of all Transplant Diagnostics (TDX) product lines.
• Resolve customer product performance inquiries as they related to TDX equipment in accordance with SOP-0030.
• Independently conduct tests and/or experiments to validate proposed solutions or isolate defects to instruments.
• Responsible for Dispatching Field Service for ad-hoc repairs within 24hours of confirmed issues of field reports of fatal issues.
• Responsible for ordering Replacement parts to ensure on time delivery for Field Service to utilize while on site.
• Responsible for Developing & Conducting Certification Programs for Service Providers & Field Service Engineers.
• Backup for Field Service when needed to perform customer on-site service.
• Diagnose faulty operation and make recommendations to field service.
• Assist in planning and organizing in-house workshops including participating as an instructor.
• Prepare and present reports and formal presentations to management regarding activities and results as required.
• Mentor the Customer Support and Field Service Team in troubleshooting complex equipment problems to ensure prompt and complete support to the end user.

Key Responsibilities:

• Develop in-depth and detailed technical knowledge of TDX equipment in order to provide technical support to customers, channel partners and sales team.
• Travel as needed to customer centers and conferences/workshops to resolve end-user performance issues and maintain continuing education.

Minimum Requirements/Qualifications:

• Bachelor of Science Degree and at least 3 years of equivalent job-related experience, degree in Mechanical Engineering strongly preferred.
• Must be able to Travel up to 25% of the time.
• Knowledge of Mechanics, Fluid mechanics, thermodynamics, Programmable loci controllers, basic input/output systems and understanding of design elements, production deployment and use of machines and tools required.
• 2+ years post college work experience in a technical environment strongly preferred.
• Three years human leukocyte antigen (HLA) experience preferred.
• Working knowledge of Microsoft Office (Word, Excel, PowerPoint, & Outlook)

Desired qualifications:

• Basic knowledge of Immunology and molecular biology desirable.
• Support of biomedical equipment experience and basic knowledge of mechatronic engineering preferred.
• Proficient in Autocad & Solidworks.