Associate Service System Specialist, Software

About the Role

Associate Global Service System Specialist - Software

Location: Austin, TX (Hybrid)

Key Responsibilities

• Provide technical software support for major customer organizations in servicing, maintaining, and operating Luminex instruments.
• Provide technical software and computer service knowledge to assist in product development, investigations, design, distribution, and serviceability requirements.
• Contribute to key decisions points that drive product service offerings, service revenue, and value-added support that generates growth.
• Assist in training global regional partners, trainers, and field service engineers.
• Analyze data reports, instrument support packages, and service documentation to identify technical trends and proactively identify areas of improvement for device services.
• Participate in improvement plans to ensure customers and partners receive the highest quality of technical support.
• Participate in the development and maintenance of software and service training documentation, manuals, bulletins, and other communication materials.
• Produce comprehensive service documentation, ensuring the impact on the department is appropriate and manageable.
• Release and update part numbers for both existing and new products, as needed.
• Ensure the Field Service portal is updated and current with appropriate information.
• Develop effective working partnerships with internal Luminex departments to ensure goals, deadlines, and schedules are met.
• Accumulate software and hardware knowledge of all assigned Luminex instrument core products regarding function, application, and service (troubleshooting, diagnostics, and repair).
• Adhere to all environment, health, and safety SOPs, equipment policies, and procedures.
• Other related duties as assigned.

Requirements & Tech Stack

• Knowledge of Windows Operating System and user, group, file, and folder permission issues.
• Ability to develop scripts (Power Shell, Python, Dos, Batch) to parse system logs and find relevant data.
• Ability to create technical content that is relatable to audiences of different skillsets.
• Highly organized with proven time management and prioritization skills.
• Ability to work independently with minimal supervision.
• Ability to summarize complex technical information and communicate effectively to external teams.

Qualifications

• Associate's (AA or AS) degree in Electronics or Instrumentation/Electronics equivalent background or a science/engineering background from an accredited two or four-year college or university, or relevant work experience.

Experience Preferred

• Enterprise Resource Planning (ERP) Systems experience
• Field Service operations or related experience
• Product Management experience
• Instructor or related experience
• IT & Networking or related experience
• Customer Relationship Management (CRM) Systems experience
• Software Development experience
• Troubleshooting experience of operating systems (Windows, Linux) and user, group, file, and folder permission issues.
• Understanding of common IT policies for networked PCs, and their effects on programs and applications.