Job Description
Product Support Technician - North Dublin
About the Role:
We are seeking a highly skilled and motivated Product Support Technician to join our team in North Dublin. The successful candidate will be responsible for providing technical support to customers, troubleshooting and resolving technical issues, and collaborating with cross-functional teams to improve product reliability and performance.
Key Responsibilities:
* Investigate and resolve customer complaints in a timely manner
* Generate systematic plans to troubleshoot and resolve technical issues
* Travel to customer sites to resolve hardware/software and workflow escalations
* Resolve technical problems using data analytics approach and collaborate with subject matter experts
* Be the Voice of the Customer and collaborate to develop enhancements or new workflows improving reliability and performance
* Have a thorough understanding of complex Medical Device equipment and proven knowledge of software and hardware problem solving
* Apply IT, electrical, mechanical, fluidic, and system engineering principles
* Develop a thorough understanding of instruments and tests they perform using different assays
Requirements:
* Diploma or Bachelor's degree in an Engineering discipline (Mechanical, System, Electrical, Biomedical, Software, or similar)
* Minimum of 3 years' relevant experience
* Appreciation for medical device industry regulations
* Hands-on experience with medical device instrumentation and troubleshooting skills
* Experience with analytical tools and data analysis
* Excellent written, verbal, and communication skills
* Self-directing, goal-oriented, and customer-focused with ability to prioritize workload
* Understanding of workflows and clinical laboratory operation