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POSITION SUMMARY:
This position is responsible for supporting the installation, maintenance, and servicing of our cutting-edge automated assay systems. The incumbent will provide customer service, troubleshooting, and maintenance of this platform for our global client base.
DUTIES AND RESPONSIBILITIES:
Lead Client Support & Installations:
Conduct site surveys and lead the installation and commissioning of MSD's automated assay systems at customer sites worldwide.
Take ownership of the initial deployment, ensuring systems are fully operational, optimized, and integrated within customer workflows.
Technical Support & Maintenance:
Provide expert on-site and remote troubleshooting, service, and preventive maintenance for MSD's automated systems, with a focus on plate and fluid handling components.
Drive minimal downtime and quick resolutions, ensuring exceptional customer satisfaction and system performance.
Training & Documentation:
Contribute to the development and delivery of training materials and customer-facing documentation,
empowering customers to maintain their systems and ensuring effective field operations.
Create and update internal training materials for Field Service Engineers, ensuring they are equipped with the knowledge to support the system effectively.
Maintain detailed service records and collaborate with internal teams for continuous improvement of field processes and product performance.
Collaboration & Feedback:
Act as a key liaison between customers and internal teams (engineering, product development), providing feedback on system performance and recommending product improvements.
Participate in Field Service meetings, sharing insights on challenges and trends, and driving improvements in MSD's field service offerings.
Process & Procedure Development:
Play a leading role in developing service processes, procedures, and checklists for field activities, ensuring efficient, high-quality support.
Contribute to the development of best practices and s
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