The service product leader is a Tier 3 expert engineer who is responsible for the following main processes:
1. Customer support and delivery
2. Leading the process of product service life-cycle from design to field proliferation, sustain and legacy support.
Key responsibilities:
1. Provide Tier 3 level support backup and provide technical support to the field service engineers as well as the local and global customers
2. Manage customer calls, complaints and escalations
3. Lead customer failure analysis investigation
4. Lead design for serviceability and customer needs – service inputs in design forums
5. Support global product installations
6. Support customer maintenance activities
7. Lead new product transfer to service (TTS) and service readiness (documentation and training programs)
8. Manage product life-cycle and quality: FCOs, OBRs, FAs, RMA, complaints
9. Support service business growth
Skills and Requirements:
B.Sc. in the fields of Electronics / Mechanics / Mechatronics
Proven experience in multi-disciplinary systems integration / maintenance as Tier 3 support – (2-3 years in a known company / IDF)
Medical imaging company experience – advantage
Field Experience – advantage
Experience with CRM S/W, e.g. Priority, Sales force, other – advantage
RF and MRI system knowledge and experience – advantage
High level English- writing and spoken – must
Office applications, excel in particular – must
Ability and willingness to travel – must
Personal profile:
· Ability to work independently as product leader
· Ability to work in multi-disciplinary environments, including electronics, software, RF and
Mechanics
· Excellent inter-personal and team relationship communication skills
· Good mechanical skills.
