Job Description
Product Support Technician in North Dublin.
We are seeking a highly skilled Product Support Technician to join our team in North Dublin. As a key member of our technical support team, you will be responsible for delivering exceptional customer service and resolving complex technical issues with medical device equipment.
Key Tasks and Responsibilities:
* Investigate and resolve field complaints in a timely manner, generating systematic plans to troubleshoot and resolve instrument problems.
* Travel to customer sites to resolve hardware/software and workflow escalations in a professional and timely manner.
* Use data analytics to identify root cause and develop solutions, collaborating cross-functionally to implement enhancements or new workflows improving reliability and performance.
* Develop a thorough understanding of complex Medical Device equipment, including software and hardware problem solving.
* Apply IT, electrical, mechanical, fluidic, and system engineering principles to resolve technical problems.
* Gain a deep understanding of instruments and the tests they perform using different assays.
Requirements:
* Degree in an Engineering discipline (Mechanical, System, Electrical, Biomedical Engineering, Software, or similar) is required.
* Minimum of 3 years' relevant experience in troubleshooting and root cause investigation.
* Hands-on experience with medical device instrumentation and analytical tools for data analysis.
* Excellent written, verbal, and communication skills for presenting findings to customers and management teams.
* Self-directed, goal-oriented individual with a customer-first approach, able to prioritize workload effectively.
* Understanding of workflows and clinical laboratory operations.
* Strong voice of the customer mindset, eager to address customer pain points and frustrations.