Product Support Engineer (PSE) (Req #212) OptiMedica
THIS JOB HAS EXPIRED OptiMedica is looking for an experienced Product Support Engineer (PSE) (Req #212) will act as the representative for customer support on new R&D development projects and be the voice of customer service to ensure new products are developed with customer service in mind. This role will also serve as the Service technical expert and conduit between Operations/Engineering and the Field. The individual in this position should be able to apply advanced engineering theory to accurately diagnose medical laser equipment issues, understand root causes and apply appropriate solutions. An inherent aspect of this role is to provide third level global escalation support, including onsite support when standard options have been exhausted. The PSE must be able to work with limited guidance/supervision to provide valuable feedback to R&D for serviceability improvements, document business processes and developed training materials in a highly regulatory and cross-functional environment.
Interested in applying or learning more, please contact email@example.com ? please reference the requisition number and the job title.
Must have a minimum of (10) years experience in Service Management and/or Training role in a medical device company.
Knowledgeable about lasers and optics is highly desirable, preferable femtosecond technology.
Excellent communication skills for customer interaction.
Ability to troubleshoot and repair electro-optical and mechanical systems.
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 50% and be hands-on in the field to service the product whenever necessary.
Highly developed problem solving, communication and collaborative skills.
Develops and maintains service oriented documentation such as SOP?s, Field Service Bulletins, Installation Manual, and Service Manual.
Develop and implement a Service Inventory tracking and control module within Great Plains ERP system.
Responsible for training Global Field Service Engineers worldwide, including distributor?s Field Service Engineers and customer?s Technicians.
Assures optimum equipment uptime for customers/distributors by quickly responding to service engineer reported problems and managing plans of action via on-site meetings, phone and email.
Provides feedback for design and process changes to assure the highest level of customer satisfaction.
Provide a communication and escalation link between Service and Operations/Engineering.
Communicate regularly with R&D, Operations, Customer Care, Marketing, Sales and Finance.
Analyze and review field reports to determine problems or trends that may require corrective action and offer solutions to positively impact service delivery.
Provide on demand first, second and third level field technical support to customers and engineers, including after-hours phone support, holiday and weekend on-site support as needed.
Troubleshoot escalated complaints via telephone support, error log files or onsite visits (Fly and Fix).
Develop and maintain FRU list within Great Plains ERP system.
Participate in design review and hazard/risk analysis meetings.
Create conformance test, installation, repair/replace and preventative maintenance procedures to verify the safe and proper operation of FDA-approved medical products.
Reports to Director Global Customer Care.
Bachelor?s degree in Engineering (Electrical, Electronics, Optical, Mechanical) strongly preferred or an AS and equivalent experience.
||Sunnyvale, CA |
THIS JOB HAS EXPIRED