TECHNICAL SUPPORT SPECIALIST

Technical Support Specialist

Location : US-MO-St. Louis, Missouri, US JOB TITLE

Technical Support Specialist

BUSINESS TITLE

Technical Support Specialist

Provide support for Sr. Technical Service Engineers for product design and development teams for new product development, product enhancements, and product changes.

Interface with Design and Research, Quality, Manufacturing Engineering, and Manufacturing representatives as necessary.

• Interface with internal Sr. Technical Service Engineers and Technical Depot Repair operations team for product performance issues, repair issues, and tooling requirements.
• Perform equipment testing and troubleshooting. Create and provide reports to Sr. Engineers and / or management.
• Develop technical training material for the Bausch + Lomb cataract / vitreo-retinal product line.
• Develop and deliver technical documentation including field service notes and bulletins for the Bausch + Lomb cataract / vitreo-retinal products to the domestic and international service organization.
• Write and update Standard Operating Procedures where needed, initiate approval processes, provide procedure training where applicable and distribute to the domestic and international service organization.
• Provide support as necessary for the development and administration of the applicable service reporting tool(s). Review and analyze service reports to monitor and provide expertise in areas of improvement.
• Coordinate with Sr. Technical Service Engineers and Service Operations and provide technical needs analysis for service parts.

Work with service operations representative on inventory level, parts handling, packaging, returns and PO advice.

• Maintain department assets and equipment and coordinate with Sr. Technical Service Engineers and Service Operations for special tooling needs and calibration of equipment.
• Develop a thorough command of the ophthalmic industry terminology, procedures, and technology as needed to provide support on products manufactured and distributed by B+L and for B+Ls customers.
• In addition to the listed duties, the incumbent is normally expected to perform other similar related duties as assigned.

Required Education :

Bachelors degree in Engineering

Preferred Education :

Electrical Engineering, Electronic Engineering (Mechanical Engineering would be considered)

Required Skills / Qualifications :

Strong analytical, electro-mechanical, technical writing, communication, and presentation skills

Preferred Skills Qualifications :

Excellent organizational and time management abilities

Required Experience :

At least 2 years of engineering experience or 3 years in technical support and field / depot service of cataract / vitreo-retinal products considered

Preferred Experience :

Project Engineering or support and / or working knowledge of lean six sigma desirable