JOB DESCRIPTION: MAIN PURPOSE OF THE ROLE Provides technical support to the Global Service organization, contributing to remote and field support activities, service documentation, product support, and cross-functional initiatives. Works closely with experienced Global Service professionals and internal functions such as R&D, Quality, Manufacturing, TPD, and Marketing to develop technical knowledge and support service-related activities for existing and new products. MAIN RESPONSIBILITIES • Supports Level 3 Field Support activities under the guidance of experienced Global Service professionals, including remote troubleshooting and technical issue investigation. • Develops knowledge of products, service tools, manuals, logs, and troubleshooting methodologies. • Identifies and troubleshoots basic product issues, escalating complex issues as appropriate. • Supports technical activities performed by local service personnel and the implementation of Technical Service Bulletins (TSBs). • Participates in field co-travels and On-the-Job Training (OJT) activities to develop technical and customer-facing competencies. • Follows applicable processes and procedures related to DHS products and customer support activities. • Contributes to the development and review of technical and service content. • Supports the development, review, and maintenance of service and quality documentation in accordance with applicable processes and procedures. • Participates in cross-functional meetings, contributing to discussions and activities from a Global Service perspective. • Executes assigned project and service deliverables, working toward agreed timelines and objectives. • Collaborates with Planning, Quality, R&D, Engineering, Manufacturing, TPD, Marketing, and local Service organizations on assigned activities. • Participates in cross-functional teams to investigate and resolve product and software-related issues. • Works with Service Representatives worldwide to support timely issue escalation and resolution. • Contributes to ensuring that service documentation is technically accurate and compliant with applicable processes. • Supports the development and implementation of service strategies for existing and new products. The base pay for this position is N/A In specific locations, the pay range may vary from the range posted. JOB FAMILY: Field Services DIVISION: CRLB Core Lab LOCATION: Italy > Milan : Viale Edison 110, Edison Park Centre ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: No MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Not Applicable