Product Support Engineer

2 weeks ago

Dublin, Dublin City, Ireland Cpl Full time

JO--

Our client is a global leader in the medical diagnostics manufacturing sector. Currently they require an experienced Product Support Engineer for their facility in Swords. Travel to customer sites in Europe.

Role

Travel to customer sites in Europe to resolve hardware/software and workflow escalations in a professional and timely manner Leading, managing and investigating field complaints while resolving them in a timely manner Presenting data, metrics and escalation progress to cross-functional teams Generate systematic plans to assist in troubleshooting and problem resolution of instruments Resolve technical problems using a data analytics approach while working closely with subject matter experts to identify root cause enabling solutions to be developed Be the voice of the Customer and collaborate cross functionally to develop and implement enhancements or new workflows improving reliability and performance Have a thorough understanding of complex Medical Device equipment with proven in-depth knowledge of software and hardware problem solving. Proven ability in the application of IT, electrical, mechanical, fluidic and system engineering principles Ability to develop a thorough understanding of the instruments and the tests they perform using different assays

Requirements

Extensive travel to customer sites in Europe Degree in an Engineering discipline (Mechanical, System, Electrical, Biomedical Engineering or Software) is required Min 3 years relevant experience Appreciation for the regulations in the medical device industry Ability to lead investigations, manage and communicate progress to cross functional teams Hands on experience of medical device instrumentation with a proven ability in troubleshooting and root cause investigation Experience in using analytical tools to perform data analysis to identify system performance issues establishing trends and presenting data Excellent written, verbal and communication skills with the ability to create and present findings to customers and management teams within the organization Self-directing, goal oriented with a customer first approach and able to prioritize workload accordingly Have excellent drive to work closely with Field Service at customer sites when required to investigate and resolve technical escalations Understanding of workflows and the operation of a clinical laboratory. Voice of the customer- eager to ensure customer pain points and frustrations are being addressed by the Business

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