Product Support Engineer - Medical Device Service
About The Position
The Product Support Engineer (PSE) serves as the primary technical liaison between internal technical groups—including Engineering, Quality, and Manufacturing—and internal and external departments within the Service organization. The role is responsible for new product service readiness, sustaining support for the installed base, product lifecycle and change management, technical service training, and service documentation. The PSE develops service strategies and plans for new products and upgrades, contributes serviceability and tooling recommendations during product development, and supports field service engineers with complex or urgent issues. The position also creates and delivers technical training, maintains service procedures and knowledge content, monitors field service and reliability data, evaluates the impact of engineering changes, and escalates field issues to engineering groups as appropriate.
Requirements
- Bachelor’s degree in Engineering or a combination of equivalent education and training.
- At least 5 years of experience in Field Service, Technical Support, or Manufacturing.
- Experience with electronic documentation systems.
- Excellent written and verbal communication and presentation skills.
- Basic understanding of GMP/ISO.
- Effective analytical and problem-solving skills.
- Ability to translate and simplify problems of considerable scope and complexity into manageable tasks with measurable requirements.
- Approachable, with a commitment to providing a high level of service and support.
- Highly organized, able to manage multiple projects or tasks simultaneously and prioritize effectively.
- Proficiency in Windows operating systems and Microsoft Office applications.
- Self-starter able to work effectively with little supervision and identify and drive individual projects.
Nice To Haves
- At least 2 years of experience in an Engineering role or equivalent experience supporting a service organization.
- Medical Device industry experience.
- Experience with SAP and Salesforce.
- Project management certification or equivalent experience.
- Agile electronic documentation system experience.
Responsibilities
- Develop and implement service strategies and plans for new products and upgrades, including technical training, service documentation, collateral, training content, manuals, and spare parts.
- Contribute to product development by recommending design-for-serviceability improvements, service tooling requirements, and field service training needs.
- Serve as the Tier 2 escalation resource for complex technical issues in the field.
- Occasionally provide on-site support to field service engineers to resolve unusually complex or urgent product failures and validate service tools.
- Create training materials and deliver training in lab, classroom, field, webinar, and e-learning settings.
- Update service procedures to incorporate product design changes, service tools, assembly methods, and field feedback.
- Consult with the Engineering design group to ensure service objectives are met.
- Develop service knowledge content for new and existing products and product upgrades.
- Monitor field service and reliability data, management reports, and repair center feedback; develop programs that use feedback and technical knowledge to use department resources effectively and reduce customer downtime.
- Evaluate the impact of engineering changes on field product support.
- Escalate field issues to internal engineering groups as appropriate.
- Develop knowledge database articles to communicate system issues and notices to the field.
- Verify that field service engineers are properly trained on new procedures.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
