Product Support Engineer - Medical Device Service

Description

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

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.

You will help get new products ready for service and keep installed products supported, while also managing lifecycle changes, product technical training and service documentation.

Responsibilities

• Work with limited supervision and follow all applicable federal, state and local laws and regulations, plus the company's internal 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.
• Advise the product development process on serviceability, service tooling needs and field service training.
• Act as the Tier 2 escalation contact for complex technical issues in the field, and occasionally go on site to help field service engineers with unusually complex or urgent failures and to validate service tools.
• Create and deliver training in labs, classrooms, the field, webinars and e-Learning.
• Update service procedures as designs, tools, assembly methods and field feedback change.
• Advise the engineering design group so service objectives are met.
• Write service knowledge content for new products, existing products and upgrades.
• Review field service and reliability data, management reports and repair center feedback, then build programs that use these insights to make better use of resources and cut customer downtime.
• Assess how engineering changes affect support for products in the field.
• Pass field issues to internal engineering teams when needed.
• Write knowledge database articles that explain system issues and notices for the field.
• Confirm that all field service engineers are trained on new procedures.

Requirements

• Bachelor's degree in engineering, or an equivalent combination of education and training.
• 5+ years in field service, technical support or manufacturing.
• Experience with electronic documentation systems. Agile is a plus.
• Strong written and verbal communication and presentation skills.
• 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 friendly, service-minded approach to supporting others.
• Highly organized, able to juggle several projects and tasks and set clear priorities.
• Proficient 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.
• Project management certification or equivalent experience is a plus.
• 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

The company is an equal opportunity employer and will provide accommodations in the interview process on request.

The anticipated base pay range is $91,000.00 to $147,200.00.