Technical Support Admin Assistant (1 year contract)

Full Job Description

Accountabilities

Process Documentation & Technical Writing

• Work with technical team to document standard work processes and develop continuous improvement opportunities
• Provide articulate instructions/guidelines for troubleshooting equipment issues.
• Extensive use of OneNote to build upon existing database of product knowledge and troubleshooting aids
• Update currently existing rough draft troubleshooting aids and rewrite using standard templates and formatting with guidance from senior team member as needed

Technical Support Triage and Support

• Review incoming requests for technical support and triage based on urgency and team workload.
• Complete basic level tasks independently, such as providing O&M manuals and instruction documents to customers with minimal guidance
• Work with Digital team to document incoming technical issues from Stream and triage to senior team members based on priority/urgency
• Develop technical working knowledge of Trojan product and serve as a technical resource
• Assist with providing part numbers to internal and external resources
• Apply existing product/industry/academic knowledge where possible
• Configure customer ordered parts to match site specific requirements with guidance

Continuous Improvement

• Identify and escalate continuous improvement initiatives
• Assist team members with management of working space and 5S/cleanup activities in lab
• Assist with mechanical assembly of equipment simulators and test stands

Customer Relationship

• Provide efficient, courteous customer support at all levels
• Collaborate with Parts Sales, Service Operations, Field Service, and other related departments
• Interpret and explain technical information to customers at all levels of understanding and experience
• Potential for travel to customer sites as part of skill development/learning process

Critical Competencies / Leadership Anchors:

• Articulate, and able to convey complex technical issues through written instructions and communications over the phone
• Must be able to apply Voice of Customer (VOC) to understand customer needs (Drives Innovation and Growth)
• Brings energy, direction and purpose to the workplace every day. (Builds People, Teams & Organizations)
• Behaves in a way that is aligned with the Danaher Standards of Conduct. (Models Humility, Transparency & Integrity )
• Strong team acumen and ability to work collaboratively in a cross functional environment
• Attention to detail and tactical execution
• Ability to communicate effectively with multiple stakeholders in a global environment
• Self-motivated and able to manage concurrent, conflicting priorities
• Demonstrates the ability to manage unstructured, complex tasks

Qualifications:

Qualifications required:

• Excellent customer service and communication skills across multiple functions

• Familiarity with electrical, electronic, hydraulic and mechanical principles
• Familiarity with water treatment processes considered an asset
• Preference given to an electrical / electronic academic background
• Strong hands-on, technical skills and problem solving skills a must
• Experience in dealing with technical issues in a customer service setting considered an asset
• Independent learner, innovative with a drive for continuous improvement
• Organization and project management skills, effectively manages multiple priorities
• Ability to travel internationally approximately 5-10% of the time

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

Apply