Job Description
Product Support Technician - North Dublin.
Ref No: DT18269
Competitive salary
Key Responsibilities:
* Completing the investigation and resolution of field complaints in a timely manner
* 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
Requirements:
* Diploma or Bachelor's degree in an Engineering discipline (Mechanical, System, Electrical, Biomedical Engineering or Software or similar) is required
* Minimum of 3 years' relevant experience
* 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