Product Support Engineer II - Bracco Medical Technologies

Bracco•Eden Prairie, MN

7d•Hybrid

About The Position

The Product Support Engineer II will provide customer and technical support for ACIST/Bracco products to our customers, ensuring compliance with all ACIST Quality System and Regulatory requirements. This includes providing escalated engineering support to ACIST Customer Support, Field Service and ACIST/Bracco Group affiliates and distributors around the globe; aligning with Service Management and Engineering to support product launch and product life cycle management; support and implement business initiatives and product support processes and projects as necessary; and the overall improvement of service delivery in an effort to achieve higher levels of customer satisfaction, financial growth, and department performance.

Requirements

Minimum Bachelor of Science degree in Mechanical, Electrical or Biomedical Engineering, or a combination of education and experience providing equivalent knowledge
Minimum of 2-4 years’ experience with electro-mechanical devices
Analytical and problem-solving skills: troubleshooting, analyzing and formulating solutions
Ability to assimilate technical concepts quickly and present technical information clearly and concisely for technical and non-technical audiences
Strong interpersonal and communication, both oral and written, skills; customer focused
Ability to work both independently and as part of a team
Self-motivated/directed, works with a sense of urgency and results focus
Experience interfacing with various individuals and functions within the organization and externally/with customers
Strong organizational and administrative skills; ability to prioritize and handle multiple tasks
Moderate to high level of computer proficiency including MS Office Suite; proficient with business applications and databases
Working knowledge and experience with Quality System regulations

Nice To Haves

Experience with medical device/ equipment and field

Responsibilities

Align with Service Management, Service Engineering and cross functional teams on new product launch, product support, and life cycle management initiatives.
Assist service activities pertaining to component obsolescence, compatibility, and retrofit / upgrade (software, hardware, or safety related); work with Service Management and Engineering to implement per established plans.
Support Service Management and Engineering (Manufacturing, Sustaining, Service and Quality) teams with investigations related to product failures which involve field assessment, trending, root-cause determination, and associated project plans and corrective measures.
Manage escalated product support responsibilities across the customer installed base as related to product failures and associated complaints: Identify, troubleshoot, and respond to field-reported product issues, problems and requests from Sales, distributors, and 3rd party service providers.
Support service initiatives, preventive or corrective, per project and business need and communicate/arrange with the sales/commercial team, affiliates, distributors and 3rd party service providers regarding related field activities.
Provide call escalation and technical/engineering support within the Service Department to Customer Support, Field Service, and ACIST/Bracco Group affiliates, distributors and 3rd party service providers.
Provide technical support via customer account visits independently or with Field Service and / or Sales to aid product assessments, corrective actions and repair initiatives as needed or requested.
Document, update and maintain reports and associated service activities in the service/complaint handling database(s) for each field-reported problem per ACIST Quality System and Device History Record (DHR) requirements; align with ACIST Customer Support for documenting associated records within the ACIST business systems.
Escalate complex and/or urgent technical problems to the Service Management as appropriate and in accordance with escalation procedures.
Review and update current service equipment; work with Service Engineering to fabricate and support service kits, tools, test fixtures, and diagnostics for the service and repair of new and existing products.
Liaison with Customer Support, Technical Service and Service Engineering as needed to develop, validate and implement service processes and product support improvements that will increase customer satisfaction and the department’s overall efficiency, output and profitability.
Apply engineering and quality principles within scope of role; create necessary Quality System documentation.