Essential Functions:

• Provide Tier 2 remote support for all instrument hardware and software issues at customers sites located globally
• Work directly with internal and external customers to diagnose and resolve instrument issues
• Diagnose research test develop optimize communicate and execute the most efficient solution plan for complex hardware and software instrument issues.
• Create and maintain detailed records of activity in CRM systems and other support databases
• Track instrument issue metrics to support product development efforts
• Work with internal teams to document standard workarounds for common issues
• Create publish and test support and service documentation to facilitate more generalized instrument support
• Lead day to day activities for the product support engineering team
• Be point of contact for the organization regarding specific customer issues and escalations
• Collect and compile daily weekly and monthly metrics for the product support team to report to crossfunctional leadership
• Proactively gather data to show device trends scope and scale of issues in the field
• Lead major investigations
• Drive continuous improvement efforts for the team through proactive monitoring

Qualifications and Requirements (Education Experience Specific Skills):

• B.S and or M.S. in Mechanical Biomedical Computer or Electrical Engineering
• 46 years of experience working for a fastpaced manufacturing environment ideally in the medical device industry
• 2 years work experience in a Support Engineering role or similar
• Experience working within an enterprise document control system
• Knowledge of quality control principles business processes management systems and common software applications
• Excellent analytical problemsolving skills
• Excellent communication skills ability to clarify issues and reach consensus with an audience
• Ability to listen and understand customers and others issues and concerns both technical and operational
• Ability to set goals for the product support engineering team and achieve scheduled deadlines
• Ability to work independently and collaboratively in crossfunctional teams
• Ability to multitask and take a creative approach to problem solving
• Demonstrated problem solving skills in a complex fast paced environment and in complex situations
• Experience leading and managing multiple stakeholders and projects
• Ability to influence crossfunctional teams and projects without direct authority
• Ability to proactively identify assess and gather data to escalate to proper stakeholders
• Proficient in the use of MS Office

Target Base Salary Range:

$87K$120K

Base salary is an integral part of NanoStrings total compensation package. Base salary considers an individuals skills experience and competitive market value. The base salary range represent what NanoString pays for a job within a salary grade based on external market data in comparison to similar positions from other companies in our industry. Employees generally enter a salary grade at the lowertomidpoint in the range.

Other compensation elements include a discretionary annual bonus incentive compensation for sales roles Restricted Stock Unit (RSU) grants for all new hires comprehensive benefit plans and paid time off including designated holidays.

NanoString is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status. NanoString does not accept unsolicited agency resumes and will not pay fees to any thirdparty agency or company that it does not have a signed agreement with.

COVID19 VACCINATION REQUIREMENT: NanoString has a COVID19 vaccination policy that applies to ALL U.S. employees (regardless of work location) onsite contractors and visitors except as prohibited by applicable law. As a condition of employment newly hired employees are required to provide proof of full vaccination within 31 days of their hiring date or have applied for an exemption for which an accommodation can be made. Being fully vaccinated means that an individual is at least two weeks past their final (or only) dose of an authorized COVID19 vaccine regimen. Exemptions will be considered for medical conditions/disabilities and sincerely held religious beliefs observations or practices. For any visitor coming onsite to one of NanoStrings facilities we must verify that the visitor is fully vaccinated against COVID19 prior to site entry and visitors must don a face mask at all times when onsite in a NanoString facility.

Accommodations
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