Posted: 12 March
Offer description
Job Description
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
Requirements:
* Bachelor's degree in an Engineering discipline (Mechanical, System, Electrical, Biomedical Engineering or Software or similar)
* Minimum of 3 years' relevant experience
* 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
About the Role:
This is a competitive role with a competitive salary.
We are seeking a highly skilled Product Support Engineer to join our team based in North Dublin. The successful candidate will be responsible for leading, managing and investigating field complaints while resolving them in a timely manner. They will also be responsible for presenting data, metrics and escalation progress to cross-functional teams, generating systematic plans to assist in troubleshooting and problem resolution of instruments, and being available to travel to customer sites and resolve hardware/software and workflow escalations in a professional and timely manner.
