Product Support Engineer, Content Asset Management

Description

The product support engineering team keeps the company's robotic surgical systems and integrated digital platforms running in the field. This role focuses on customer success and uptime by building technical service content, investigating field issues to improve products and service processes, and handling live field and customer escalations.

You will work alongside product design, service product management, service application design, technical support, quality and global stakeholders to build, organize and manage service content and tools that improve field service methods, diagnostics and the knowledge base.

Responsibilities

• Write and maintain service manuals, workflows, troubleshooting guides, knowledge base articles, technical bulletins, training material and other customer-facing service content for installing, maintaining, upgrading, diagnosing and repairing complex surgical robots.
• Lead failure investigations, gather data and perform root-cause analysis, then work with engineering to find improvements in service workflows, fault-isolation design and product quality and reliability.
• Help define, develop, validate, document, release and deploy service application specifications.
• Partner with global services departments and leaders so that content asset management solutions match global service operational goals and strategy.
• Give real-time troubleshooting support on Tier-3 escalations: analyze system anomalies, recommend a resolution path and communicate promptly with internal and external customers.
• Identify needs for, and help the technical training team create and deliver content to global service staff.
• Provide technical and execution support for quality and post-market surveillance activities, such as field actions and CAPAs.

Requirements

• Bachelor's degree in an engineering discipline or equivalent experience.
• At least 5 years in an engineering role, or equivalent experience supporting a service organization.
• Strong analytical, troubleshooting and problem-solving skills.
• Proven ability to write clear, effective technical documentation.
• Proven experience reading and understanding complex electromechanical product and component specifications.
• Excellent written, verbal and technical communication, strong interpersonal skills, and the ability to work effectively in cross-functional and remote teams.
• Preferred: medical-device capital equipment and/or robotics experience.
• Preferred: field service engineering or hospital biomedical equipment experience.
• Preferred: experience applying Lean or Six Sigma principles in engineering or business. Accredited Lean Six Sigma certification is desired.
• Preferred: familiarity with relational database management systems such as SQL, and experience with statistical analysis tools.
• Plus: experience with scripting languages such as Python, Matlab or PowerShell, and with Atlassian tools such as JIRA and Confluence.
• Plus: experience with enterprise software and electronic documentation or quality systems such as Agile/ACCS, SAP, SalesForce, Polarion, Windchill and Trackwise.
• Plus: familiarity with healthcare IT and network support.

Conditions

The company or its customers may require current proof of vaccination against certain diseases, including COVID-19. Requirements vary by role.

Some roles may be subject to U.S. export controls for candidates who are nationals of countries under embargo or sanctions. The company may need an export license, which can take 3 to 6+ months, or a Technology Control Plan, which typically adds 2 weeks to hiring.

Final offers depend on an approved export license and/or an executed Technology Control Plan before the start date. The start date may or may not be flexible, within a timeframe that does not unreasonably delay hiring. Candidates will be told of any steps required.

The role may be filled at a different job level than listed, depending on business need and the selected candidate's experience, knowledge and skills.

Pay is based mainly on the job level the role is filled at and the candidate's qualifications, consistent with applicable law.

Applicants with arrest and conviction records are considered in line with fair chance laws.