Escalation Support Engineer

Draeger Medical Systems • Andover, MA

280d

About The Position

We're hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life”. The Technical Support Engineer is responsible for researching and determining root cause(s) for issues and providing technical support for Draeger Patient Monitoring products. Receives, registers, and provides technical service to the requests or problems coming in from all escalation channels and communicates solutions, actions or root cause acting in accordance with our regulatory guidelines. Provide troubleshooting support of “Tier-3” escalations from internal customers (Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, Sales & Marketing). Provide problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction. Develop and maintain service procedures, technical bulletins, training materials and other technical documentation. Provides onsite support as needed for troubleshooting and issue mitigation. Travel could be up to 20% as needed.

Requirements

• Bachelor's degree in Information Technology, Biomedical or Clinical Engineering preferred or equivalent combination of education, training, and experience.
• Knowledge of vital signs monitoring devices.
• A minimum of 5 years within biomedical or clinical engineering departments or equivalent experience as service support within healthcare organizations or medical equipment manufacturers.
• Competent in IT/Network diagnosis tools/system connectivity/Wireshark/Log analysis/Microsoft Client Server and Active Directory/SQL database experience.
• Proficient in the use of testing instruments, devices, simulators, and tools associated with servicing medical equipment.
• Experience maintaining, interfacing, and troubleshooting networked medical equipment including VLAN configuration, IP addressing, sub-netting, and network security.
• Ability to interpret, identify, and apply network engineering principles and practices.
• Work experience with Windows Operating systems, client/server.
• Basic Linux knowledge is a plus.

Nice To Haves

• Cisco CCNA certification.
• HP ACSA certification.

Responsibilities

• Research and determine root cause(s) for issues and provide technical support for Draeger Patient Monitoring products.
• Receive, register, and provide technical service to requests or problems from all escalation channels.
• Communicate solutions, actions, or root causes in accordance with regulatory guidelines.
• Provide troubleshooting support for Tier-3 escalations from internal customers.
• Analyze system anomalies and advise on resolution paths.
• Develop and maintain service procedures, technical bulletins, training materials, and other technical documentation.
• Provide onsite support for troubleshooting and issue mitigation.

What This Job Offers

• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree