Regional Technical Support Engineer - Mid-Atlantic (RTSE) (Req #302) OptiMedica
We are looking for an experienced Regional Technical Support Engineer ? Mid-Atlantic (RTSE) (Req #302) to provide escalation support (Tier II) to OptiMedica and Distributor field service engineers. The RTSE is responsible for managing and coordinating field service engineer daily schedules. In addition, the RTSE will provide second-tier phone and troubleshooting support to customers. For more complex complaints and scheduled service events, the RTSE will be scheduled to go to the customer?s location. The RTSE is expected to become the resident expert on the repair and system operation of OptiMedica?s newest product, the Catalys Femtosecond laser technology.
In this position you will apply intermediate to advanced engineering theory to accurately diagnose issues, understand root causes and apply appropriate solutions. Service related activities and findings must be documented into the call management database per Medical Device Reporting (MDR) guidelines. The RTSE will be required to visit customer sites and travel approximately 75% of the time initially until more field engineers are added. Expect initial support to begin in Europe and USA, but travel worldwide a reality. The RTSE will also prepare training documentation and serve as the initial training instructors to mentor and develop new service personnel.
The ideal candidate will be based in the Mid-Atlantic region of the United States. Candidates outside of the area are welcome to apply, but relocation assistance is not provided at this time.
Interested in applying or learning more, please contact firstname.lastname@example.org ? please reference the requisition number and the job title.
Provide on demand first and second level field technical support to customers, including after-hours phone support, holiday and weekend on-site support as needed.
Install and verify proper operation of systems at a customer medical facility.
Perform scheduled preventative maintenance that includes calibrations, hardware or software upgrades, and verification of system specifications.
Troubleshoot customer complaints via telephone support, error log files or onsite visits (Fly and Fix).
Maintain spares inventory and provide input on parts usage and failures within Great Plains ERP system.
Actively support worldwide conference calls and service summits / workshops.
Provide setup and technical support at trade shows, sales demonstrations and customer sites.
Create and maintain service records and documents in a call management system per FDA and regulatory agency compliance.
Provide feedback and communication to enhance technical service documentation and bulletins.
Regularly provide communication updates to service management and other service staff colleagues.
Develops and maintains service oriented documentation such as SOP?s, Field Service Bulletins, Installation Manual, and Service Manual.
Responsible for training Field Service Engineers worldwide, including distributors? Field Service Engineers and customers? Technicians.
Assures optimum equipment uptime for customers/distributors by quickly responding to customer reported problems and managing their expectations via phone and email.
Ability to interact with customers/distributors in a positive and supportive manner.
Must have a minimum of (7) years experience in Service Management role in a medical device company.
Knowledgeable about lasers and optics is highly desirable, preferable femtosecond technology.
Ability to troubleshoot and repair electro-optical and mechanical systems.
Highly developed problem solving, communication and collaborative skills.
Develop and maintain quality compliance procedures that are used within the organization.
Self-starter and independent with ability to work in a matrix organization.
Willing to travel up to 75% and be hands-on in the field to service the product whenever necessary.
Bachelor?s degree in Engineering (Electrical, Electronics, Optical, Mechanical) strongly preferred or an AS and equivalent experience.
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