Global Online Remote Service Engineer
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. We are looking for a dedicated (Full-time) Remote Service Engineer to work within our Global Remote Center team of +35 employees across the world. Do you like working in a 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:
Provide fast response remote support to incoming technical issues raised by Cytiva customers globally according to contract prioritization and applying the right service differentiation.
Diagnose and troubleshoot complete failure on hardware, software, or network using remote support solutions.
Fix customer issues remotely or propose the right part to be ordered in parallel to the FSE assignment.
Follow up with customers, OptiRun Service team (customer care center), and regional service engineers on case status.
Support regional billable customer cases by making cost estimates.
Support field service engineer:
Provide live remote support to field service engineers on site and involve additional engineering resources as part of the Technical Escalation process.
Document resolution paths provided to FSE and create knowledge articles accordingly.
Ensure efficient handover to Global Service Engineering / Tech Support at the time of escalation.
Drive global remote service performance:
Apply processes, track backlog, and deliver remote support based on KPIs participating in the overall success of the team.
As part of the global remote service team, you are accountable for processes and responsible for performance global delivery.
You are in contact with the regional service team to keep awareness of issues, status, and resolution paths.
Develop and share knowledge:
Contribute to the Service knowledge base and actively feed, update, and maintain the knowledge management database. You have a key role in knowledge transmission within all Service teams, by identifying quality or recurring issues, documenting resolutions, and working closely with global service engineering.
Participate actively in knowledge sharing sessions delivered within the global remote service team.
Maintain high technical expertise, applying continuous learning by working closely with global engineering and field engineers regularly.
Go regularly on-site at customer locations performing hands-on critical jobs supporting field regional teams or new field engineers on job training.
Keep regional service intimacy:
Maintain a close connection with the regional service team for planning support, business updates, and participate in regional business and technical ops meetings.
Communicate proactively and share relevant information within the Service team through effective communications on remote performance, remote technology initiatives, and training needs.
Engage in remote technology projects:
Participate actively in remote solution initiatives and projects and co-lead requirement, test, and deployment action plans (Artificial Intelligence, Phone system, Smart Glasses, Augmented, Mixed and Virtual Reality, IoT platform).
Provide level 1 technical support on our IoT asset monitoring platform (Optirun Connect) and participate in project enhancements (Amigo A. I. Service Co Pilot, E-Qualification).
Interact with the Tech Ops team:
Proactively engage with the technical support team to ensure best-in-class support for customers 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 ultimately customer satisfaction.
Travel as needed for training and for field or customer support ~ 10-15%
Who you are Associate's or bachelor's degree in Science, Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or relevant experience in the BioPharma industry.
6+ years of engineering experience and expert level knowledge of the repair and maintenance:
on Cytiva Cell Culture & Upstream systems and Bioreactors (Wave, Xcellerex, XDR, X-Plattform). on software platforms like UNICORN Software, networking, and advanced IT skills.
Demonstrated excellent troubleshooting and problem-solving abilities, handling and resolving technical issues, guiding and supporting customers remotely, with tenacity and imagination, in industrial or academic customer environments, in a timely manner.
Knowledge of Service Max CRM experience, understanding of Cytiva products (upstream/downstream/software/cell therapy) is desirable.
Native/Fluent Italian speaker, fluent in speaking and writing in English.
Who we are Whatever your role, we bring purpose and challenge into our everyday work. If you are driven to make the world a better place thanks to science and medicine, you'll feel right at home here. If you're flexible, curious, and relentless, you'll belong. If you are excited about a global culture, this can be the place to further your career.
Want to know more? Experience life at Cytiva on our Careers website, Instagram channel, and LinkedIn page!
Cytiva is a 3. 5 billion USD global life sciences leader with over 7000 associates across 40 countries who are dedicated to our mission to help us improve access to life-changing therapies that transform human health. As a trusted partner to customers that range in scale and scope, Cytiva brings efficiencies to research and manufacturing workflows, ensuring the development, manufacture, and delivery of transformative medicines to patients.
Cytiva is part of the Danaher family of companies, a global science and technology innovator committed to helping customers solve complex challenges and improving quality of life around the world.
Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit www.danaher.com.
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.
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