Job Title: Product Support Engineer - North Dublin
Our company in County Dublin, Republic of Ireland is seeking a skilled Product Support Engineer to join our team.
Key Responsibilities:
* Lead and manage field complaints, resolving issues in a timely manner.
* Present data and metrics to cross-functional teams, keeping them informed of escalation progress.
* Develop systematic plans for troubleshooting and problem resolution of instruments.
* Travel to customer sites to resolve hardware/software and workflow escalations in a professional and timely manner.
* Apply data analytics approaches to resolve technical problems, working closely with subject matter experts to identify root cause and develop solutions.
* Be the Voice of the Customer, collaborating with cross-functional teams to develop and implement enhancements or new workflows that improve reliability and performance.
* Demonstrate in-depth knowledge of complex Medical Device equipment, including software and hardware problem-solving principles.
* Apply IT, electrical, mechanical, fluidic, and system engineering principles to ensure thorough understanding of instruments and tests they perform.
Requirements:
* Bachelor's degree in an Engineering discipline (Mechanical, System, Electrical, Biomedical Engineering, or Software).
* Minimum 3 years' relevant experience.
* Appreciation for medical device industry regulations.
* Ability to lead investigations, manage, and communicate progress to cross-functional teams.
* Hands-on experience with medical device instrumentation and proven ability in troubleshooting and root cause investigation.
* Experience using analytical tools for data analysis, identifying system performance issues, establishing trends, and presenting data.
* Excellent written, verbal, and communication skills, with ability to create and present findings to customers and management teams.
* Self-directing, goal-oriented individual with a customer-first approach, able to prioritize workload accordingly.
* Excellent drive to work closely with Field Service at customer sites when required to investigate and resolve technical escalations.
* Understanding of workflows and clinical laboratory operation.