System Support Engineer

The System Support Engineer is a member of the Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support products. This role is a key addition to an existing support team of professional engineers, now requiring additional support for an expanding install-base. The team is responsible for providing customer support service for diagnostic automated equipment.

Responsibilities

• Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
• Provide remote diagnostics for innovative automated laboratory track systems and instrumentation
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.
• Supports the Technical Service telephone line by providing emergency technical assistance.
• Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
• Contributes to team goals and objectives through active participation.
• Promotes Professional Services
• Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
• Attention to detail, superior interpersonal skills and good problem-solving skills
• Troubleshooting hardware and software issues.
• Upgrading systems to enable compatible software on all computers.

Minimum Qualifications

• Experience working with computer networks and systems maintenance.
• A+, Microsoft or Cisco accreditation advantageous.
• Excellent written and verbal communication skills.
• Proficient doing software installations and upgrades.
• Knowledge of basic security concepts and best practices.
• Recent service experience in the troubleshooting and repair of IT and complex electronic systems preferred.
• Experience servicing medical devices and equipment required.
• Experience servicing robotics systems required.
• Requires a good working knowledge of electronics and electro-mechanical devices (Megatronics), PLCs and pneumatics.
• Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.
• Experience with PC assembly, upgrades and repairs is highly desirable.
• Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints.
• Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.

Preferred Qualifications/ Skills

• Must have the ability to multi-task and be adaptable to changing business environment(s).
• Proficient PC skills (Microsoft Office package).
• English speaking plus additional foreign language preferred
• Bachelor's Degree, preferably in Electronics/Computers Engineering required, or equivalent experience.
• English & French
  -
  both language proficiency requirement
  (C1 - level)

Shift Requirement

• Regular business hours

What can we offer?

• Attractive salary
• Stable job offer – employment contract
• Various trainings (initiating, soft skills)
• Possibility of development
• Benefits (Insurance, Luxmed, Multisport, additional vacation days, biking policy)