Global Service Specialist

This is a fully remote position, open to applicants in Denmark, +4 more states.

📋 Description

• Offer worldwide technical escalation support to Field Service Engineers (FSEs), remote support specialists, and Application Support Professionals (ASPs) via phone, email, online collaboration, and occasional travel.

• Organize and present instrument training for FSEs and service partners, which includes onsite sessions, online training, and the creation of service training videos.

• Create, sustain, and enhance service documentation, such as service manuals, checklists, training materials, service bulletins, and service notes.

• Define and oversee spare parts management, including the creation of parts, obsolescence control, and recommended trunk stock.

• Track product and service-related issues and facilitate resolutions through service forums in collaboration with R&D, Regulatory Affairs/Quality Assurance (RA/QA), Supply Chain, and Marketing teams.

• Act as a representative for Service during R&D and project meetings to ensure that serviceability is taken into account for future versions of instruments and solutions.

• Engage in supplier and partner meetings to ensure that service requirements are recognized and fulfilled.

• Assume service responsibilities for a specific pathology instrument.

• Contribute to cross-platform initiatives within the global service team.

⛳️ Requirements

• A minimum of 8 years of service experience, ideally in diagnostic, pathology, laboratory, or complex technical instrumentation.

• Proficient in English, both written and spoken.

• Exceptional communication, collaboration, and stakeholder management abilities.

• Experience in delivering technical training courses.

• Strong technical writing capabilities, with the proficiency to produce clear service documentation and training materials.

• Solid analytical skills with an understanding of complex processes, technical data, and service trends.

• Capacity to work autonomously, take initiative, and propel tasks and projects forward.

• Bachelor’s degree in engineering or equivalent practical experience.

• Openness to travel; travel is required approximately 10% of the time.

🏝️ Benefits

• Flexibility to work remotely.

• Opportunity for global collaboration across various regions and time zones.

• Professional engagement in innovative AI-supported service processes and advancements in digital services.

• Full-time employment schedule.

• Commitment to equal opportunity employment.