• Know & follow NeuWave-Ethicon QMS policies & procedures related to work activities performed in area of responsibility.
• Complete training in area of responsibility within allowed time-period. Training is required for changes in existing policies & procedures, for new assignments & for implementation of new policies & procedures.
• Develop and implement service strategies and plans for new products and upgrades, including, but not limited to, new product technical training, service documentation, collateral, training content, manuals, and spare parts.
• Play an active role in the product development process by providing recommendations on design for serviceability, service tooling requirements, and field service training.
• As a product a support expert, serve as the Tier 2 escalation resource for complex technical related issues in the field. Occasionally provide on-site support to field service engineers (FSE’s) to resolve unusually complex or urgent product failures and validate service tools.
• Create/Optimize training materials and provide training in a variety of settings and formats including lab, classroom, and field environments, webinars, and e-Learning.
• Proactively update service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field.
• Act as a liaison to the Engineering design group on Install Base functional performance.
• Develop service knowledge content (ex. service manuals, technical bulletins, etc.) for new and existing products as well as product upgrades.
• Develop service knowledge on platform data, the different types, location, and methods to report out on the data.
• Monitor service and reliability data from the field as well as management reports and repair center feedback. Develop programs utilizing feedback and technical knowledge which effectively utilize department resources and reduces customer down time.
• Evaluate the impact of engineering changes on the support of product in the field.
• Escalate field issues to internal engineering groups as appropriate.
• Develop knowledge database articles intended to communicate system issues and notices to the field.
• Verify all field service engineers are properly trained on any new procedures and perform field service quality audits.
• Utilize "Call home" NW proprietary feature for remote troubleshooting.
• Identification, and implementation of industry standards and solutions as appropriate.
• Cooperate actively during Internal and External quality audits on S&R related requirements.

EXPERIENCE AND EDUCATION

• Vocational/Trade Certificate in Engineering or related field AND 10 years work experience in a customer support, technical support/technical service role

• Associate degree in Engineering or related field AND 8 years work experience in a customer support, technical support/technical service role

• Bachelor’s degree in Engineering or related field AND 6 years work experience in a customer support, technical support/technical service role
• Trainer and technical document creation (SOPs, Service Manuals) experience is required
• Experience with Electronic Documentation systems. Sales Force, PTC preferred.
• Solid written and verbal communication and presentation skills.
• Must possess a basic understanding of GMP/ISO.
• Effective analytical and problem-solving skills.
• Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
• Must be highly organized with the ability to manage multiple projects/tasks simultaneously and effectively prioritize projects and tasks.
• Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.
• Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects.

• Demonstrated ability to think and act strategically, considering short and long-term impact.
• Team player with strong ‘can do’ and rolling sleeves attitude.
• Customer service minded with solid consultative skills
• Lean, Six Sigma certifications are a plus.
• An approachable individual who prides him or herself on providing a high level of service and support.