Job Description
Product Support Engineer - North Dublin.
Ref No: DT18268
County Dublin, Republic of Ireland
Competitive salary
Product Support Engineer - North Dublin.
Key tasks and responsibilities:
• 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
• Be available to travel to customer sites and resolve hardware/software and workflow escalations in a professional and timely manner
• 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
Interested applicants should have:
• Bachelor's degree in an Engineering discipline (Mechanical, System, Electrical, Biomedical Engineering or Software or similar) is required
• Minimum of 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 organisation
• Self-directing, goal oriented with a customer first approach and able to prioritise 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