Service Innovation Engineer

As the Service Innovation Engineer (SIE), you will act as the primary technical liaison between internal technical groups (Engineering/Quality/Manufacturing) and the various internal and external sub departments of the Service Solutions organization. You will also be responsible for new product development, install base sustaining support, life cycle and change management, technical support escalation, service technical bulletins, service training and service documentation.

What You'll Do

• Work closely with the multi-functional partners in support of the product development process by providing recommendations on design for serviceability, service tooling requirements, and service training.
• Identify and document potential product and process improvements and suggest solutions.
• Provide support for all phases of product lifecycle development.
• Develop programs using feedback and technical knowledge which effectively apply department resources and reduces customer downtime.
• Serve as the Final Tier escalation resource and subject matter product expert, for complex technical related issues in the field.
• Manage service procedures to incorporate changes in product design, service tools, assembly methods, and feedback from the field.
• Monitor service and reliability data to drive design improvements.
• Develop knowledge database articles intended to communicate system issues and notices to the field.
• Develop and maintain relationships with external and internal partners to ensure effective skills for troubleshooting sophisticated electro-mechanical systems.

Required Education

Bachelor's degree in Engineering, Computer Science, or a combination of equivalent work experience, education and training.

Required Skills & Experience

• 4+ years of experience in Field Service, Technical Support, Manufacturing Engineering, Product Support Engineering, R&D, or related role.
• Experience working in a regulated industry, such as Medical Device and/or Aerospace experience.
• Experience with Project Lifecycle Management (PLM) systems.
• Excellent written and verbal communication and presentation skills.
• Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
• Effective analytical and problem-solving skills.
• Must demonstrate proficiency in Windows O/S and in all Microsoft Office applications.
• Must be highly organized with the ability to manage numerous projects/tasks simultaneously and effectively prioritize projects and tasks.
• Must be a self-starter and capable of working effectively with little supervision and be capable of identifying and driving individual projects.
• An approachable individual who prides themselves on providing a high level of service and support.

Other Requirements

Ability to travel up to 15% domestic US and Internationally, with overnight stay.

Preferred Skills & Experience

• Experience with Python and SQL.
• Have a basic understanding of GxP / ISO.
• Experience with Agile Project Lifecycle Management (PLM) systems.
• ERP and CRM experience.
• Project management certification (PMP).

Work Environment

This position operates in a laboratory/assembly environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

Physical Demands

• May require lifting of up to 50 lbs. and operation of hoisting equipment for heavier loads.
• May require prolonged periods of standing, bending, sitting, and kneeling during system assembly.