• Provide 3rd level Technical Support and problem resolution (Primary Role) to field service and inside service representatives as requested or required. • Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost provisions while maximizing customer satisfaction metrics. • Monitor and respond to field service Alert system. • Update alert database with information, request field update status, close alerts that are complete or negligent. • Escalate challenging problems to upper management. • Minimize warranty and installation costs and instrument replacements by working closely with Service and Customer Satisfaction Business Units. • Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings. • Work closely with vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement. • Coordinate field retrofit programs with worldwide Service organizations. • Develop course content and conduct technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology. • Play an active role in the development, maintenance and implementation of technical documentation, user information services and in-house technical knowledgebase systems to improve the efficiency of less-senior specialists and field service resources. • Maintain updated service documentation and regularly distribute service update communications to field service organization. • Create Service Data Bulletins (SDBs) describing field repairs to improve the efficiency of field service resources. • Support new product development efforts by providing critical input and evaluation of design-for-service, creating service documentation, defining and forecasting service parts, developing installation protocols, training field service specialists and participating in launch teams to monitor initial installations and assure successful product launches. • Issue and maintain product line part numbers and develop IQ/OQ-based service products. • Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.