Product Support Engineer Expert

Description

Develops the support strategy for new ICP-MS products and provides post-sales support for new and existing ICP-MS products.

Uses in-depth technical or scientific knowledge and product expertise to resolve product support escalations.

May interact directly with customers or provide deep support internally to Field Service Engineers, Remote Engineers, or customer call center personnel.

For new products, ensures support plan, repair levels, and production support plans are developed and implemented.

May provide technical product and measurement consulting on presales opportunities.

May interact with Marketing, Sales, technical support, QA, Manufacturing, product development, etc.
as well as external customers to ensure that products have necessary features, cost parameters, supportability goals, reliability targets and release schedules.

May be responsible for writing product/process user documen...