Product Support Development

We are seeking a dynamic and detail-oriented Product Support Development Engineer to join our Global Customer Support division. The ideal candidate will play a key role in the successful introduction of new products into our service organization, ensuring seamless transition from development to service delivery and improving, maintaining product support services by working closely with the different R&D and engineering functions, throughout the whole development process to ensure design for serviceability and reliability.

Responsibilities:

• Collaborate with cross-functional teams, including product development, engineering, manufacturing, and service, throughout the whole development process to facilitate the smooth introduction of new products into the global customer support organization and ensure design for serviceability and reliability
• Develop and maintain service plans for new product developments including service documentation, training materials, and support processes.
• Coordinate with global technical support team to ensure serviceability requirements are considered during the product design and development phases.
• Lead the creation and implementation of service training programs for global technical support field and service technicians on new products and technologies.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of Product Support Development processes and identify areas for improvement.
• Provide technical support to field service technicians and support staff during the initial rollout and field testing of new products.
• Collaborate with system qualification team to monitor product performance and identify opportunities for service improvements.
• Stay current on industry trends and best practices in Product Support Development and recommend process improvements to enhance efficiency and effectiveness.

Qualifications:

• BSc in mechanical/electrical engineering or related field from a known recognized institute
• Proven experience in Product Support Development or related roles in a multidisciplinary capital equipment company.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to work effectively across cross-functional teams.
• Solid technical background, with a good understanding of product development processes and service requirements.
• Ability to travel occasionally for Beta customer implementations, training activities and field support.