Engineer, Technical Support

Masimo•Irvine, CA

3d•$85,000 - $100,000

About The Position

The Technical Support Engineer is responsible for providing troubleshooting, training and tech support for direct hospital accounts, distributors, OEM, and internal customers. Duties & Responsibilities Help drive Masimo’s strategic and quality objectives by providing Technical Service support on Masimo’s products. Support/troubleshoot system problems including configuring and coordinating with Masimo, vendors or hospital staff on the support of all component items. Document all complaints and failures per the Masimo Quality System. Responsible for 1st and 2nd level Technical Services support of the Company's network-based central monitoring and paging systems using LAN/WAN, WLAN and VLAN topologies in various hospital environments. Provide 1st and 2nd level technical support and training. Receive and respond to telephone calls and emails from end users. Initiate repair/replacement of failed and/or defective products. Serve as customer advocate for all matters involving Service. Provide technical consulting to sales team. Follow up on Technical Bulletins for Masimo products. Identify potential Customer training issues and propose solutions. Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved. Convey information from the field regarding product suggestions, improvements, and enhancements to Product Marketing. Maintain and develop a knowledge base of troubleshooting training. Provide technical review of all training and supporting user interface documentation. Monitor Technical Support process and procedures; initiate changes to optimize the process. Maintain account management for service-related activities. Work on multifaceted problems that may require new and creative thinking to the completion of the project. Perform other duties and projects as assigned.

Requirements

Direct Technical experience with an ability to communicate with all areas of the healthcare industry.
Knowledge of networking routing and switching technology and architecture.
Knowledge of wireless technology and 802.11x standards.
Knowledge of Linux Red Hat platform with hands-on experience as an administrator and user.
Knowledge of engineering principles, troubleshooting, electronics, and design.
Established self-starter with excellent analytical and problem-solving skills.
Must have excellent verbal and written communication skills.
Must have flexibility in reacting to new situations and adaptability for working in a new environment.
Must be PC literate, have excellent organizational, communication, and writing skills.
Must be a self-starter, a "hands-on" individual who enjoys challenge and is and dedicated to getting the job done with minimal support and direction.
Strong ‘hands-on’ skills, with ability to perform detail-oriented work with high degree of accuracy.
Ability to travel both domestically and internationally; eligible to apply for a Passport.
Ability to work with and demonstrate knowledge of biohazard products and procedures.
Ability to work on a rotating after-hours on-call schedule.
Ability to lift 45 lbs. on an occasional basis.
Fluent in local language and English.

Nice To Haves

Call center experience with a global service provider of manufactured products.
Three years of related experience in the medical industry.
Knowledge of wired/wireless networking protocols.
Prior experience in the Biomedical and/or Field Service.
Ability to speak Spanish, French, and/or Portuguese preferred.

Responsibilities

Provide troubleshooting, training and tech support for direct hospital accounts, distributors, OEM, and internal customers.
Provide Technical Service support on Masimo’s products.
Support/troubleshoot system problems including configuring and coordinating with Masimo, vendors or hospital staff on the support of all component items.
Document all complaints and failures per the Masimo Quality System.
Provide 1st and 2nd level Technical Services support of the Company's network-based central monitoring and paging systems using LAN/WAN, WLAN and VLAN topologies in various hospital environments.
Provide 1st and 2nd level technical support and training.
Receive and respond to telephone calls and emails from end users.
Initiate repair/replacement of failed and/or defective products.
Serve as customer advocate for all matters involving Service.
Provide technical consulting to sales team.
Follow up on Technical Bulletins for Masimo products.
Identify potential Customer training issues and propose solutions.
Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved.
Convey information from the field regarding product suggestions, improvements, and enhancements to Product Marketing.
Maintain and develop a knowledge base of troubleshooting training.
Provide technical review of all training and supporting user interface documentation.
Monitor Technical Support process and procedures; initiate changes to optimize the process.
Maintain account management for service-related activities.
Work on multifaceted problems that may require new and creative thinking to the completion of the project.
Perform other duties and projects as assigned.