Senior System Support Specialist
Core
Senior technical Subject Matter Expert leading resolution of complex escalations, analyzing product health metrics, and driving continuous improvement for Molecular Diagnostics and Clinical Diagnostics service portfolios.
Role type
Senior System Support Specialist (Technical SME)
Builds
Global service support strategies, technical documentation, and product readiness for regulated medical diagnostic systems.
Domain
Life Sciences / Medical Diagnostics / Regulated Healthcare IT
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Project management, complex technical escalation resolution, product lifecycle management, service performance analysis, cross-functional leadership, strategic planning, technical documentation development, mentoring, regulatory compliance knowledge (FDA/ISO), statistics and data analysis, healthcare IT connectivity, medical device cybersecurity.
Preferred skills
Advanced degree in Engineering, experience in sustaining engineering or field service engineering.
Technologies
Microsoft Project, Excel, Word, PowerPoint, Healthcare IT connectivity solutions, Medical device hardware/software.
Responsibilities
Lead resolution of globally escalated technical issues for assigned products. Monitor product health and service performance metrics to recommend improvements. Lead regional service readiness activities and product rollouts. Develop and maintain customer support strategies and technical documentation. Provide global technical leadership to regional service organizations. Mentor less experienced team members on escalations and service analysis.
Seniority
Senior, hands-on IC with strategic and mentorship responsibilities
