Product Support Specialist, MR Magnets

Job Title

Product Support Specialist, MR Magnets

Job Description

Be a part of Dynamic MR Global Field Support & get yourself engage to drive End to End solution for Customer.

In this role, you have the opportunity to:

bring focus to assigned regions and providing technical guidance to entire range of product segment (both 1.5T & 3.0T) & You will be required to work closely with Service Innovation Specialists, R&D, Complaint Handling Unit & BU App Team to bring solution on the table in stipulated time for region.

You will be responsible in providing technical guidance via Remote support to the MR Field Service Organization to resolve complex MR problems and MR product issues.

You also will be responsible for complex Magnet problems and Magnet product issues for the region related to:  Magnet Quenches, Magnet Recovery, De-Icing, Thermal Cycles & New Product Introduction.

Besides resolving customer Technical Concerns, you will be working over region requirements on enhancing their Technical Knowledge & Skills. Hence, you will be responsible to drive Field Education via “Virtual Workshop” time-to time for regions.

You are responsible for:

Field Support & Development

• Develop and deliver knowledge to build skills and expertise with the Technical Support Specialist (level2) and Field Support Engineers (level1) to facilitate successful service to our customers ensuring effective & timely resolution of observed issues.

• Drive global Magnet service strategies (i.e.: Certified Touch, Fast Response Team, Dedicated Magnet service Model etc).

• Ensure essential information/known symptoms are brought back to the field service teams in a quick and efficient way (e.g. via webinars, workshop, training, service information/documentation)

• Performing troubleshooting and remote diagnostics; Own and organize trend data collection and analysis of failing parts and technical issues

• Provides technical support for Complaint Handling Unit to meet the desired quality level of complaint feedback.

• Document customer information and recurring technical issues to support product quality programs and product development towards R&D

• Drive successful New Product Introductions: Provide NPI support such as Service process validation, Field Factory Installations, First Of a Kind and Field Monitoring Activities

Escalation Management

• Provide leadership and deliver on site support of local service teams for troubleshooting complex technical (mainly magnet related but not limited) problems

• Respond to product inquiries from the field service force, answering technical questions, and analysing problems

• Providing timely and accurate technical expertise/support via escalation tooling (e.g. ServiceMax/OneEMS, email, chat, phone) for questions/problems related to MR Research Devices

• Instruct the local Field Service Engineers in the repair solution based on the recommendation of Collaboration Office and facilitates the development of the action plan and resolution strategy

• Conduct root cause analysis at the conclusion of escalations and initiate corrective actions to prevent reoccurrence of issues.

• Helpdesk duty to take and manage new escalations from region and conduct initial investigation and support.

     

Safety & Security Management:

• Consult together with Security Officer when a potential security event is suspected and works with the Security Officer to develop appropriate action plans for escalations designated as security events.

To succeed in this role, you should have the following skills and experience:

• Bachelor or Master’s degree or equivalent desired (preferably in an engineering, medical or science related qualification) or experience equivalent.

• 5+ years servicing MR equipment required, 10 years preferred or experience equivalent.

• Ability to troubleshoot and think logically about solutions

• Demonstrated ability to prioritize and handle multiple tasks in a timely fashion, with minimum supervision and efficient follow-up

• Demonstrated good judgement in selecting methods and techniques for obtaining solutions.

• Demonstrated leadership skills; Inspirational, empowering, hands-on, result driven, getting things done, and inclusive leadership qualities with strong cultural awareness and attitude of agility

• Ability to work cohesively and effectively with employees at all levels / departments of the organizations

• Experience in a medical busine