Product Support Engineer
Sequenom - San Diego, CA

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Sequenom is seeking a qualified Product Support Engineer. This position is based in our San Diego, CA headquarters and reports to the Director, Global Customer Support. The position is responsible for development and delivery of support for Sequenom Bioscience products and is the key interface between Field Service Engineers, Applications and Technology Scientists, and customer Service Representatives supporting customers in the field and internal departments; including manufacturing, engineering, software development and quality assurance. The successful candidate will specialize in MassARRAY Systems and be responsible for all aspects of product serviceability and technical product documentation throughout product lifecycle.

  • Prioritize, evaluate, and respond to incoming support requests from customers and worldwide customer support organization
  • Resolve escalated service issues through coordination of internal support resources and subject matter experts
  • Represent the voice of the customer in product design, product support strategy, and product documentation through routine and regular interfacing with R&D, Software Development, Sales and Marketing, Engineering, Manufacturing, Materials, and Quality Assurance departments and through communication of scientific features and benefits of design solutions
  • Perform obsolescence avoidance activities for non-current hardware and software products; such as spare parts sourcing, research and documentation of technical procedures, repair/refurbishment technique evaluation, and bench testing
  • Troubleshoot and develop engineering solutions to enhance performance and improve reliability of Sequenom proprietary hardware and software products
  • Build and maintain knowledge and solutions databases
  • Develop and deliver on-site and off-site technical training courses for Field Service Engineers and authorized distributor’s personnel
  • Evaluate and recommend hardware, software, and support product concepts to Management and Marketing product managers
  • Write testing plans and protocols, and complete system-level testing of hardware, firmware and software products
  • Author technical bulletins and engineering/application notes, service manuals, release notes and troubleshooting guides
  • Team member of materials review board and complaint review board
Bachelor’s degree or equivalent in engineering, life science, electronics, biotechnology, military or related field required

Requires 2+ years of field service, customer support, technical support or similar customer facing experience

Excellent written and verbal communication skills with above average customer facing and customer service interpersonal skills and a drive to increase customer satisfaction

Effective and appropriate analytical, critical thinking and troubleshooting of technical and customer issues in time sensitive situations

Ability to perform in teams

Computer proficiency in MS office applications, and basic knowledge of Windows OS maintenance

Ability to read and understand technical engineering documentation

Preferred proficiency in:
Electronic diagnostic equipment including DVM and oscilloscope

Optics, vacuum, high voltage and micro-fluidics

CRM database systems is desirable

Mass Spectrometry and robotics experience is a plus

Highly motivated with demonstrated time management skills

Ability to multitask and analyze and solve problems of diverse scope

5-10% domestic and international overnight travel

Sequenom - 6 months ago - save job - block
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