Global Online Remote Service Engineer

Full Details of Job Post

Be part of something altogether life-changing! 

Working at Cytiva in the Life Sciences industry means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40 countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.

Cytiva is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

We are looking for a dedicated (Full-time) Remote Service Engineer to work within our Global Remote Center team of +35 employees across the world. Do you like working in global remote environment and handling technical challenges? Then we would love to hear from you.    

What you’ll do

Own customer cases assigned to Remote Service team:

• Provide fast response remote support to incoming technical issue raised by Cytiva customers globally according to contract prioritization and applying right service differentiation.

• Diagnose and troubleshoot complete failure on hardware, Software or Network using remote support solutions.

• Fix remotely customer issue or propose the right part to be ordered in parallel to the FSE assignment.

• Follow up with customer, OptiRun Service team (customer care center) and regional service engineers on case status.

• Support regional billable customer cases making cost estimate.

Support field service engineer:

• Provide live remote support to field service engineers on site and involve additional engineering resources as part of Technical Escalation process.

• Document resolution path provided to FSE and create knowledge article accordingly.

• Ensure efficient handover to Global Service Engineering / Tech Support at time of escalation.

Drive global remote service performance:

• Apply process, track backlog, and deliver remote support based on KPIs participating to the overall success of the team.

• As part of global remote service team, you are accountable for process and responsible for performance global delivery.

• You are in contact with regional service team to keep awareness of issue, status, and resolution path.

Develop and share knowledge:

• Contribute to Service knowledgebase and actively feeding, updating, and maintaining knowledge management database. You have a key role player on the knowledge transmission within all Service team, by identifying quality or recurring issues, by documenting resolution working closely with global service engineering.

• Participate actively to knowledge sharing session delivered within the global remote service team.

• Keep your high technical expertise, applying continuous learning by working closely with global engineering and field engineers regularly.

• Go regularly on site at customer performing hands on critical job supporting field regional team or new field engineers on job training.

Keep regional service intimacy:

• Keep closed connection with regional service team for planning support, business updates and participate to regional business and technical ops mech.

• Communicate proactively and share relevant information within Service team. Through effective communications on remote performance, remote technology initiatives, training needs…

Engage on remote technology project:

• Participate actively to remote solution initiatives and projects and co-lead requirement, test, & deployment action plan (Artificial Intelligence, Phone system, Smart Glasses, Augmented, Mixed and Virtual Reality, IoT platform).

• Provide level 1 technical support on our IoT asset monitoring platform (Optirun Connect) and participate to project enhancement (Amigo A.I. Service Co Pilot, E-Qualification)

Interact with Tech Ops team:

• Proactively engaged with technical support team to ensure best in class support for customer in case of escalation.

• Provide inputs on job results and IB analysis to improve efficiency and productivity working together with regional and product engineer teams. Identify opportunities to improve overall product quality through NPI process, service delivery processes, remote tools, and support capabilities, and finally customer satisfaction. 

Travel as needed for training and for field or customer support ~ 10-15%

Who you are

• Associate’s or bachelor’s degree in Science, Electrical Engineering, Biomedical Engineering, Mechanical Engineering, or relevant experience in BioPharma industry.

• 6+ years of engineering experience and expert level knowledge of the repair and maintenance:

  • on Cytiva Cell Culture & Upstream systems and Bioreactors (Wave, Xcellerex, XDR, X-Plattform).

  • on software platform like UNICORN Software networking and advanced IT skills.

• Demonstrated excellent troubleshooting and problem-solving abilities, handling & resolving technical issues, guiding and supporting customer remotely, with tenacity and imagination, in industrial or academic customer environment, in timely manner.

• Knowledge Service Max CRM experience, understanding of Cytiva products (upstream/downstream/software/cell therapy) desirable.

• Native/ Fluent Italian speaker, fluent speaking and writing in English.

Who we are

Whatever your role, we bring purpose and challenge into our everyday work. If you are driven to make the world a better place thanks to science and medicine, you’ll feel right at home here. If you’re flexible, curious and relentless, you’ll belong. If you are excited about a global culture, this can be the place to further your career.

Want to know more? Experience life at Cytiva on our Careers website, Instagram channel and LinkedIn page!

Cytiva is a 3.5 billion USD global life sciences leader with over 7000 associates across 40 countries who are dedicated to our mission to help us improve access to life-changing therapies that transform human health. As a trusted partner to customers that range in scale and scope, Cytiva brings efficiencies to research and manufacturing workflows, ensuring the development, manufacture and delivery of transformative medicines to patients.

Cytiva is part of the Danaher family of companies, a global science and technology innovator committed to helping customers solve complex challenges and improving quality of life around the world.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.