Product Service Engineer

Stefanini Group is hiring!

Exciting opportunity awaits let us help you get started!

Click Apply now or you may call: / email: Rachit Rastogi () for faster processing!

Shift Timings: Monday - Friday 8:00 AM - 5:00 PM EST

Hybrid Role: 2-3 days onsite

Travel might be required maybe twice during the duration of the project

Raleigh NC

Deerfield IL

Job Summary:

Working with domestic and international R&D departments functional teams and product owners the Service Engineer will be responsible for designing the processes documentation training and workflows required for the proper delivery installation support and servicing of products and then executing the design transfer of the products service design to operations. The Service Engineer will provide hands-on technical support during the design and post surveillance phase including escalations.

Essential Duties and Responsibilities:

• Demonstrates understanding of customer needs for the supported business segments.
• Develop/administer Service Engineering documentation through the entire product lifecycle.
• Participate in pre-sale activities as needed.
• Develop/administer the training to the Tier 1 & 2 teams Solution Architects (SA) etc. for the 5-Customer Interactions (5-CI) processes.
• Develop/administer deployment/configuration training for the Service teams within the 5-CI process as well as participate in deployments and upgrades as needed.
• Provide Tier 3 support by handling customer escalations from the Tier 2 team.
• Provide other support to customers.
• Works effectively in a collaborative climate among internal teams external partners and business segments to achieve organizational goals in a matrixed environment.
• Demonstrates understanding of and adherence to FDA ISO IEC design control procedures regulations and standards ensuring appropriate design controls are being adhered to during engineering efforts and new product development.
• Participate in the decomposition of system requirements to derived requirements.

Additional Duties and Responsibilities:

• Lead technical team during project execution to ensure high quality outputs in a timely manner.
• Participate in strategic customer calls to collect needs and provide solutions support during escalations as well as to plan special deployment/integration paths.
• Identify improvements area of the 5CI process.
• Effectively and systematically communicate issues that may affect commitments as well as identify and propose potential solutions.

Education Experience and Qualifications:

Essential Competencies:

• Office Word Excel and tracking systems (DevOps Jira etc.) knowledge needed.
• Must possess a strong knowledge of engineering disciplines and solid knowledge of related disciplines.
• At least an associate degree with at least 2-5 years of relevant technical experience in R&D environment.

Technical Skills and Abilities:

• Troubleshooting
• Problem Solving
• Advanced Excel skills
• Advanced Word skills
• Advanced computer management skills

Leadership Skills and Abilities:

Behavior Skills and Abilities:

• Ability to work under minimal supervision.
• Ability to work well in groups.
• Calm under pressure.
• Open to new ideas.
• Detail oriented.

Valued but not required competencies:

• Certifications and prior relevant work experience
• Prior experience of Cloud solution products.

Environment:

• This position will require office presence according to company policies more as needed.
• Ability and availability to travel in case of a need.

*Listed salary ranges may vary based on experience qualifications and local market. Also some positions may include bonuses or other incentives*

About Stefanini Group

The Stefanini Group is a global provider of offshore onshore and near shore outsourcing IT digital consulting systems integration application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas Europe Africa and Asia and more than 400 clients across a broad spectrum of markets including financial services manufacturing telecommunications chemical services technology public sector and utilities. Stefanini is a CMM level 5 IT consulting company with global presence. We are CMM Level 5 company.

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