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Product Support Engineer
3 weeks ago
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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