Ken Britter

Experience

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  Cepheid

  Jan 2010 - Nov 2014

  • Directly supervised daily service activities for 10 Western Region FSE’s and 2 internal FSE dispatch coordinator• Established and maintained accurate spare parts inventory to improve field service response time• Wrote Standard Operating Procedures (SOP) for US field service team per FDA regulatory requirements• Validated new Service Max (SVMX) versions working with FSE dispatch coordinator and IT• Worked with manager to support entire U.S. field service team via phone, email, and bi-weekly conference calls• Coached direct reports via “one on one” discussion to develop FSE skills in line with overall team objectives• Attended weekly meetings with R&D, Tech Support, MFG and Software to reduce field complaints• Wrote field procedures for FSE team to perform instrument field adjustments at customer site per manufacturing instrument assembly • Worked with Tech Support, internal shipping team and procurement departments to coordinate parts shipment with FSE site arrival for priority service request to resolve customer complaint.• Assisted manager in training new FSE hires and provide advanced training for entire FSE team Show less • Supported U.S. customers to troubleshoot and resolve both automated and non-automated diagnostic lab equipment complaints• Installed and maintained all instruments both in primary Midwest region and throughout U.S. as required.• Worked with field service dispatch coordinators to receive and complete all assigned service request via FDA regulatory compliance requirements• Escalated field issues to manager to resolve ongoing instrument issues• Trained junior level field service engineers via co-travel for automated instrument installations and service visits.• Worked with sales and field application specialist to install automated Infinity instrument Show less

  • Field Service Engineer, Supervisor

    Jan 2013 - Nov 2014

  • Field Service Engineer

    Jan 2010 - Jan 2013
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  ProteinSimple

  Feb 2015 - Oct 2015

  Field Engineer

  • Perform installations and provide service maintenance for pharmaceutical analytical instruments in compliance with FDA regulations• Perform initial customer training during instrument installations• Schedule annual preventative maintenance, instrument qualifications and repairs with customer• Document all service visits, parts orders, and instrument repair time via SalesForce CRM• Participate in bi-weekly team conference calls to discuss team goals and communicate field issues• Provide weekly report for field activity throughout Western U.S. Show less

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  Labcyte Inc.

  Oct 2015 - Dec 2018

  Technical Support Engineer

  • Provide initial customer support via phone or remote instrument Log In to troubleshoot instrument issue• Wrote US Tech Support procedure working with field support team and internal support personnel• Repair interdepartmental instruments and log all repair activity in Sales Force• Write Field Service Bulletins (FSB) and Field Change Notice (FCN) to communicate instrument modifications to field• Work with FSE’s to assist part procurement, provide case details or updates as requested• Create service quotes for parts and service for customers that are not under contract• Work with 2nd tier instrument support to escalate instrument issues not resolved by FSE site visit Show less

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  Beckman Coulter Life Sciences

  May 2018 - Nov 2022

  Sr. Analyst Technical Customer Support

  Lab manager for Global Technical Support internal instruments and lab. Service Lead for New Product Development (NPD) utilizing Innovation Development Process (iDP) fundamentals. Representative for Fluidics Subassembly, and Skins VALUE ANALYSIS VALUE ENGINEERING (VAVE) projects. Worked with team to update service documentation, including Preventative Maintenance, Installation and Checklist, Fluidics Cleaning Maintenance, Field Enhancement Service MOD, and supported SPARES BOM updates. Provided support to field teams via Hotline, or global email to resolve reported customer issues using our product. Responsible for release of FSE instrument alignment tools, also coordinate annual calibrations of Multimeters, High Voltage Probes, and Temperature Probes.• Collaborated with Service Marketing and Sustaining R&D teams to release billable instrument upgrade to existing global customer install base.• Led Lab 5S Kaizen event and implemented sustainment plan to support lab improvement efforts.• Worked closely with R&D to create software PM Health Check Utility and User Guide used during 65X product development.• Provided global instrument training to Field Service Engineers (FSE) Team to support release of 600 instrument model.• Supported Sales team Refurbishment of Demo instruments, greater than 3 million in revenue generated over 3 years.• Selects as a member of sustaining engineering team that address instrument field issues, and out of box quality failures via bi-weekly meetings. Show less

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  Bruker BioSpin

  Apr 2023 - now

  Engineer Technical Support / Project Management CST