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Join Molecular Devices and help drive scientific discovery for life science customers in academia, biotech, pharma, and government. Our automated and AI enabled technology empowers researchers to tackle complex questions and gain deep insights, accelerating the development of safer, more effective therapeutics. As part of our teamrooted in collaboration, authenticity, and innovationyoull ultimately contribute to groundbreaking science that enhances lives globally and shapes a healthier future for all.
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The Product Support Engineer CellXpress.ai is responsible for providing high quality engineering support to meet Field Service and external customer needs on our CellXpress.ai Automated Cell Culture System.
The successful candidate will be a results driven individual with passion for customer satisfaction and who is excited to be part of a new team. The candidate demonstrates excellent troubleshooting skills and translates their knowledge into effective service documentation including manuals, technical bulletins, work instructions and parts lists.
Interaction with cross functional team members is essential, including Service, Product Development, Custom Solutions, Operations, Sales, Marketing, Applications and the Customer.
This position reports to the Senior Manager, Product Support Engineer and is part of the Product Support Team in the Service Organization located in Salzburg, Austria, and will be an on site role.
In this role, you will have the opportunity to:
Generate documentation and conduct hardware and software training to enable support of the customized product by field service engineers and technical support.
Provide direct escalation support to the Field Service Engineering and Technical Support teams for CellXpress and related products. Report and escalate to management as needed.
Perform risk management to minimize CellXpress serviceability risks.
Provide project execution support for CellXpress products to ensure they meet service requirements prior to shipment.
Learn and use DBS tools such as FMEA, Problem Solving, Poka Yoke and Standard Work to achieve quality, delivery and cost targets and to continuously improve processes.
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