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Product Support Engineer

Company: Dynex Technologies
Location: Chantilly
Posted on: January 19, 2023

Job Description:

About Dynex: Founded 70 years ago, DYNEX-- TECHNOLOGIES, Inc., is a leading designer and manufacturer of fully automated ELISA microplate workstations, laboratory instruments and associated consumables and accessories, seamlessly integrating advanced detection with fully automated sample handling. Our talented, multidisciplinary staff includes design and service engineers, applications scientists, marketing specialists and precision-manufacturing experts. All dedicated to perpetual innovation in product design and new application frontiers to deliver cutting-edge microplate processing systems that meet the rigorous demands of the most challenging applications and ultimately improve health outcomes and enhance life.Job Summary: Responsible for determining ways to reproduce and document software and hardware errors on in-house equipment and simulators. He/she will inspect diagnostic log files and interact with Dynex technical support team as well as customers to determine the conditions under which errors appeared and the sequence of actions which precipitated the errors. He/she will also try to find and document workaround procedures to help mitigate the immediate impact of errors. He/she will work closely with the software and technical support teams to diagnose, reproduce, and document errors to help ensure the timely development of technical solutions. In addition to troubleshooting, he/she will also assist in the Quality Assurance testing and documentation of new software prototypes to ensure the latest features and bug fixes are working properly before they are submitted to the Verification and Validation team.

Essential Functions: Analyzes hardware/software problems by conferring with customers and testing on in-house equipment. Collaborates with Software and Technical support teams to reproduce and diagnose reported errors. Ability to troubleshoot network and data transfer issues related to LIS connectivity. Documents analysis using in-house defect tracking applications and Microsoft Word as needed. Develops and evaluates alternative workflow solutions. Validates results by testing programs/fixtures. Ensures operation by training client personnel as well as providing occasional customer support. Operates as a system specialist/guru/point-of-contact once specialized knowledge of systems has been acquired. Manage escalations and work with appropriate teams to provide resolutions for customers and Dynex support teams.Supervisory Responsibilities: None.Success Factors: Strong troubleshooting/deductive reasoning skills. Strong written/oral communication skills. Organized & detail-oriented. Ability to work independently.Minimum Qualifications / Education: 5 years' experience working with complex automation with a background in analyzing/diagnosing systems. Bachelor's degree in related field, preferably in an applicable engineering discipline (e.g. software, electrical, or mechanical engineering). Experience of automated immunoassay systems an advantage. Occasional optional travel opportunities possible (Less than 10% of total time).Computer Skills: Proficient in Microsoft Office.Work Environment: Office.Physical Requirements: Must be able to meet National Institute for Occupational Safety & Health (NIOSH) Standards.NPM18PI201588858

Keywords: Dynex Technologies, Chantilly , Product Support Engineer, Engineering , Chantilly, Virginia

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