The Key Market Technical Engineer, EMEA Central Europe is responsible for providing regional and national level support to the field based 10x Instrument Services Organization. As a primary subject matter expert position within the Global Support Team, this position has principal responsibility for Service escalations, New Product Introductions and Instrument Installations. This position is the primary liaison and coordinator with R&D, Quality, Sales, Manufacturing and Global Service Training. This role is under the mentorship of the Sr. Director Instrument Services, and will have overall responsibility for the development of processes, procedures and work instructions related to Escalations, Installations, Upgrades and Field Service Knowledge Base content and tools.

What you will be doing:

• Represent Service during New Product Development in coordination with R&D
• Lead new product introduction training to the field service team
• Lead initial NPI instrument installations
• Lead on the job training for regional service engineers to transfer knowledge and enable Service Engineer led installations
• Develop escalation process and work instructions
• Provide escalation support to the field for complex service issues
• Primary point of contact for Engineering, R&D, Product Development & Quality issues
• Owner of upgrade processes, work instructions and implementations
• Owner and point of contact for CAPAs and action plan compliance
• Support Sales and Trade Show Instruments
• Manage the Knowledge Base Tool for instrument support issues
• Provide support for the development and initial delivery of service training curriculum and delivery
• Work closely with 10x Manufacturing and Quality to ensure instrument reliability and serviceability issues are addressed

Minimum Qualifications:

• Mechanical, Electrical Engineering, Biology or other relevant Science degree. BS/BA or Masters.
• Multi-year experience in the biotech instrumentation or similar high technology space
• Microscopy, sorting cytometry, NGS sequencing, and liquid handling instrumentation experience preferred
• Demonstrable experience directly support customers onsite as well as remotely
• Experience with new product introductions
• Ability to work independently and as part of a matrix team towards corporate goals
• Excellent organizational, analytical, and interpersonal skills
• Demonstrated ability to effectively interact with customers
• Strong written and verbal communication skills
• Familiarity with SFDC and Oracle ERP software
• Clear vision of and commitment to providing outstanding customer experience
• Must have the ability to travel up to 75% of the time
• Must possess a valid driver’s license and passport

Preferred Skills:

• Biology, Biomedical, Mechanical or Electrical Engineering degree preferred
• Microscopy, sorting cytometry, NGS sequencing, and liquid handling instrumentation experience preferred
• Experience with FDA regulated or ISO 13485 environments a plus
• Global management experience a plus
• Located in the designated geographical region, or willingness to re-locate preferred

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