Product Support Engineer

Carterra is hiring a Product Support Engineer (PSE) to provide high level technical product support for current and new High-Throughput SPR products and to be an integral part of a world class global service organization. This team player will work with his/her peers in the field service, engineering, field application science, and commercial teams to ensure that Carterra’s customer experience is second to none.

Carterra is based in Salt Lake City, Utah, and is passionate about providing customers with ground-breaking, high-throughput instrumentation, software, and applications for the label-free analysis of biomolecular interactions. We have instrument platforms installed in the top 20 pharmaceutical companies in the world, dozens of biotech companies, and on four continents. We are looking for a qualified PSE to support our next-generation, high-throughput, array SPR instrument throughout the world.

In this role the PSE is responsible for providing high level technical product support for current and new Carterra High-Throughput SPR products. Primary focus is Product Support, which includes emphasis on product quality improvement, corrective and preventive action, continuous improvement of assigned product lines, writing service manuals and service advisories, and creating documentation for service parts and tools.

Excellent technical writing skills are essential to this position. Other tasks include providing service training, phone and e-mail support to field service engineers and distributors worldwide, including problem escalation and resolution, and support for new product development.

Interaction with Field Service and Carterra distributors, Tech Support, Product Management, Manufacturing, Quality Management, and R&D engineering teams.

• Identify product quality improvements, coordinating corrective and preventive action, and continuous improvement with appropriate manufacturing and R&D groups
• Technical service training (domestic and international)
• Provide FSEs with product support via E-mail, phone support, and onsite support for problem escalation
• Writing service manuals and service advisories
• Create and enter service documentation (parts, tools, service support documentation)
• Product and quality meetings
• New product development support (meetings, developing service plans, serviceability reports)
• Product performance, failure, and improvement analysis, improvement recommendations and implementation

• BS in engineering field, or equivalent education and industry experience
• Min 5 years experience in engineering, manufacturing and/or field service support environment servicing and troubleshooting complex electro-mechanical, fluidic and optical instrumentation.
• Min 2 years experience in technical writing
• Min 2 years experience in working in an ISO quality system environment
• Min 2 years technical training experience to small groups or one-on-one
• Multiple years experience servicing complex, computer-controlled electromechanical instruments or systems
• Must be legally authorized to work in the United States and some International travel will be required
• Physical:
  Must be able to lift 50lbs
• Timing:
  Immediate
• Location:
  
  Salt Lake City, UT, USA

• Deep knowledge and experience in servicing large capital equipment in the life and analytical sciences; small company or start-up experience is highly valued.
• Strong preference for service experience in proteomics, antibody characterization and screening, HTS and array-based platforms, robotics, fluidics, optics, and SPR.
• Knowledge of the following a plus: protein binding interactions, affinity and avidity measurements, kinetic and equilibrium state binding measurements, binding and dissociation equations and the thermodynamics that underlie biomolecular interactions.
• Demonstrated ability to deliver results while working on multiple projects simultaneously in a cross-functional team.
• Strong time management and organizational skills.
• Excellent communication skills and ability to interface with team members, engineers, applications scientists, and management.
• Strong team player with proven ability to contribute to a multi-disciplinary team environment.
• Advanced knowledge of computers, operating systems, and software.
• Self-starter, energetic, results-oriented, and able to multi-task.