Global Support Engineer II

Revised: 4/8/2024

Global Support Engineer II, Digital Pathology, Shanghai

Professional - P2b

The Global Support Engineer, Digital Pathology, Shanghai, is a member of the Global Support team, is located at the Shanghai BU, and is responsible for providing 3rd level support to the SU by resolving BU escalations, providing technical communications to the field through TSBs, and ensuring service and support readiness for NPD/VPM projects.

Major Responsibilities

• Handle and resolve BU Escalation Cases in a timely manner, including the most technically challenging
• Serve as a SME and technical leader for LBS digital pathology products, including software and hardware
• Coordinate factory repairs of Shanghai manufactured DP instruments that cannot be fixed in the field, which will require multifunctional coordination and prioritization of work, ensuring the ongoing maintenance of data records and reports, and setting repair priorities and ensuring On Time Delivery (OTD) of repairs and refurbs
• Develop and continuously improve processes related to the tasks above, including participating in related DBS events, such as Kaizens and PSPs
• Participate as core team member and swim lane owner for NPD VPMs, with emphasis on OTD of high-quality work products

Requirements

• Bachelor's degree or 5+ years' work experience in technical product support
• Ability to use technical software required for instrument configuration
• Flexibility to start early or work late, including occasional weekends, as needed to support customers and projects
• Occasional travel to customer sites or DBS events ( 10%)

Preferred Experience & Skills

• 3+ years' experience in the medical device, or similarly, regulated industry
• Knowledge of Good Manufacturing Practices (GMP)

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