Product Support Engineer - Medical Device Service

Description

The company makes medical devices and works across medtech, with a focus on treatments that are smarter, less invasive and more personal.

This Product Support Engineer role in Santa Clara, California is the main technical link between internal engineering, quality and manufacturing teams and the service organization's internal and external groups.

The role covers service readiness for new products, ongoing support for products already in the field, lifecycle and change management, product technical training and service documentation.

Job function: Quality. Sub-function: Customer/Commercial Quality. Job category: Professional.

Responsibilities

• Work with limited supervision and follow all applicable federal, state and local laws and regulations, along with the company's procedures and guidelines.
• Build service strategies and plans for new products and upgrades, covering technical training, service documentation, collateral, training content, manuals and spare parts.
• Give input during product development on designing for serviceability, service tooling needs and field service training.
• Serve as the Tier 2 escalation point for complex technical issues in the field, and occasionally join field service engineers on site to resolve unusually complex or urgent failures and validate service tools.
• Create training materials and deliver training in labs, classrooms, the field, webinars and e-Learning.
• Update service procedures as product design, tools, assembly methods and field feedback change.
• Advise the engineering design group so service objectives are met.
• Produce service knowledge content for new products, existing products and upgrades.
• Track service and reliability data, management reports and repair center feedback, then build programs that use department resources well and reduce customer downtime.
• Assess how engineering changes affect supporting products in the field.
• Pass field issues to internal engineering groups when needed.
• Write knowledge base articles that explain system issues and notices for the field.
• Confirm that every field service engineer is trained on new procedures.

Requirements

• A bachelor's degree in engineering, or equivalent education and training.
• 5+ years in field service, technical support or manufacturing.
• Experience with electronic documentation systems. Agile experience is preferred.
• Strong written and verbal communication and presentation skills.
• A basic understanding of GMP and ISO.
• Strong analytical and problem-solving skills.
• Ability to break large, complex problems into manageable tasks with measurable goals.
• A service-minded, approachable manner.
• Strong organization skills, with the ability to juggle several projects and set priorities.
• Proficiency in Windows and all Microsoft Office applications.
• Self-motivated, able to work with little supervision and to identify and drive your own projects.
• Preferred: at least 2 years in an engineering role, or equivalent experience supporting a service organization.
• Preferred: medical device industry experience.
• Preferred: SAP and Salesforce experience.
• A plus: project management certification or equivalent experience.
• Accommodations for the interview process are available to people with disabilities. External applicants use the careers contact page on the company website; internal employees contact AskGS.
• Required skills: none listed beyond the above.
• Preferred skills: audit management, business behavior, coaching, compliance management, continuous improvement, data analysis, detail orientation, goal attainment, internal controls, issue escalation, problem solving, process orientation, quality control (QC), quality management systems (QMS), quality standards, regulatory environment.

Conditions

Base pay range: $91,000.00 to $147,200.00.

Location: Santa Clara, California, United States.