Description

• Demonstrates understanding of customer needs for the supported business segments.
• Develop/administer Service Engineering documentation through the entire product lifecycle.
• Participate in pre-sale activities, as needed.
• Develop/administer the training to the Tier 1 & 2 teams, Solution Architects (SA), etc. for the 5-Customer Interactions (5-CI) processes.
• Develop/administer deployment/configuration training for the Service teams, within the 5-CI process, as well as participate in deployments and upgrades, as needed. 
• Provide Tier 3 support by handling customer escalations from the Tier 2 team.
• Provide other support to customers.
• Works effectively in a collaborative climate among internal teams, external partners, and business segments to achieve organizational goals in a matrixed environment.
• Demonstrates understanding of and adherence to FDA, ISO, IEC design control procedures, regulations, and standards ensuring appropriate design controls are being adhered to during engineering efforts and new product development.
• Participate in the decomposition of system requirements to derived requirements.
• Documenting and design the process training workflows for proper delivering, installation and support for deployment so that they can hand it to the service operations team.
• Should be able to install and use product like a customer.
• Focused on troubleshooting experience and documentation.
• Troubleshooting, networking, virtualization, virtual machines that work on a componentized architecture.
• Work with devices that communicate with servers; knowledge of Azure is preferred.
• Visualize and understand system environments and work with Linux-based machines.
• Support the 5CI deployment process and transition solutions to the Service Operations team.
• Create and maintain process documentation to improve serviceability.
• Document processes to improve serviceability.
• Best fit: Systems Engineer or Field Service Engineer

Key Skills

Education

Bachelor's degree