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Reference # : 20-00540 Title : Sr. Global Service Professional
Location : Lake Forest, IL
Position Type : Contract
Experience Level : Start Date / End Date : 11/04/2020 / 02/04/2022  
Develop action plans for account resolutions.
Performs technical responsibilities of local service personnel,such as performing repairs,TSBs,and installs.
Identifies key and emerging field issues,and creates action plans for resolution.
Develops new strategies for the use of log analysis for issue resolution. -Ensures Lessons Learned are incorporated into service documentation.
Training: -Trains students (internal or external) in either classroom or field setting.
Field cotravels to receive On the Job (OJT) training.
Follows processes and procedures related to instrumentation and how to properly interact with customers.
Critically evaluates student performance and provides feedback to management team.
Trains/mentors new trainers.
Subject Matter Expert (SME) for technical content development,review,and for overall curriculum design.
Service Documentation: -Redlines and/or develops service/ quality documents with assistance by senior professional.
Subject Matter Expert (SME) for cross functional site documents.
Performs service documentation approval process while forming relationships with the appropriate areas.
Product Support -Represents Global Service at cross functional meetings.
Creates presentation and training materials for cross-functional or service business meetings.
Identifies and prioritizes service needs (new parts,new projects,new training/support materials,etc.) Assists with the development and maintenance of retrofit budget.
As a project team leader,develops overall project timelines and deliverables,leads meetings,provides updates to management and overall team.
Service Strategy -Identify,develop,and implement new service tools,parts,and procedures to reduce service costs globally.
This includes providing input on retrofit budget strategy,and Top-10 issue tracking.
Lead crossfunctional teams (TPD,manufacturing,local service,etc) to resolve instrument,software,and/or assay issues.
Creates and implements service strategies for remote monitoring,tracking,and reporting.
Develops service strategy for new product launches and revises service strategy for on-market products.
This includes service costs analysis,parts stocking recommendations,remote diagnostics strategies,life-cycle planning,etc.

Requirements include:
Service instruments
Bachelor requirement, Science, or related field
5+ years in diagnostics, or in Lab experience/Engineering
Hematology is highly desired

Remote flexibility, must be near an airport, since they will be traveling 25%
1. Video Interview
2. Panel interview (phone)