Product Support Technician

NIOX•Morrisville, NC

1d•Onsite

About The Position

NIOX is a medical device company focused on point of care asthma diagnosis and management. Our market-leading NIOX® products are used in clinical settings by physicians around the world to improve asthma diagnosis and management and by leading research organisations conducting clinical studies on behalf of pharmaceutical companies. At present, NIOX provides products and services in around 50 countries. The Product Support Technician role is part of the Global Technical Operations team and has two main areas of responsibility: Technical Support and Technical Center duties. This role is based in our Morrisville office in the US but reports into the Global Technical Operations Centre, which is based in our Uppsala office, in Sweden. Global Technical Support is responsible for providing customers, partners and internal departments with 1st class technical support to help us remain the gold standard within the market and to enable maximum future growth. Global Technical Center is responsible for performing product changes, product verifications, sensor testing, product evaluations and maintaining the lab/product change facilities to help us remain the gold standard within the market. The Product Support Technician shall as a Technical Lead help NIOX maintain the highest level of quality regarding the following main tasks: Act as SME (Subject Matter Expert) on NIOX products, Logging cases, and all their communication, for all incoming support requests, Handle all incoming support requests, Decide on product warranty actions (replacements and returns), Responsible for root-cause analysis & evaluations of returned products, Perform product changes and produce their required documentation, Perform sensor testing and produce their required documentation, Perform data reporting for product instrumentation and their cases, Manage US equipment calibration, Coordinate and perform procedural (support process) and technical product training (functionality & troubleshooting), Perform testing of competitor devices, Maintain an up-to-date product Knowledge Base. Specific / Other responsibilities will include: Ensure and maintain Customer satisfaction and company reputation, Perform all tasks in a timely manner, Act in compliance with Regulatory & Company guidelines, Ensure compliance to Quality System reporting requirements, In all aspects assist NIOX in promoting an increase in sales, Ensure and maintain efficient internal cooperation, Report and follow-up on actions and produce reports as needed, Establish and maintain systems and procedures to support business effort, Participate in developing and updating supporting documentation (SOPs, Work Instructions, Requirements and Policies), As SME support Global Teams with product expertise, Execute and maintain designated activities within their deadlines, Perform activities in accordance with budget limitations, Coordinate expenses with Manager in accordance with NIOX authorization limits, Together with QA prioritize and execute CAPA activities, Perform other duties as assigned.

Requirements

Minimum 3 years’ experience with Technical Support
Minimum 2-3 years’ experience as Service/Technical Engineer or Electronic Technician
Minimum 2-3 years’ experience with Technical Writing
Extensive experience with MS Office and Office 365 is essential
Experience working with Quality Systems is a merit
Excellent English communication both verbally and in writing
Direct and honest in all communication and feedback
Highly self-motivated and proactive
Strong analytical and troubleshooting skills
Able to multi-task under pressure
Ability to efficiently transition between different areas of responsibility
Able to perform well in a consultative and collaborative environment
Excellent ability to build strong relationships to facilitate work effort
Team oriented, open to new ideas; shares own knowledge
Collaborates well with others and is willing to seek help when needed
Process and detail oriented - “By the Book/By the Numbers”

Responsibilities

Act as SME (Subject Matter Expert) on NIOX products
Logging cases, and all their communication, for all incoming support requests
Handle all incoming support requests
Decide on product warranty actions (replacements and returns)
Responsible for root-cause analysis & evaluations of returned products
Perform product changes and produce their required documentation
Perform sensor testing and produce their required documentation
Perform data reporting for product instrumentation and their cases
Manage US equipment calibration
Coordinate and perform procedural (support process) and technical product training (functionality & troubleshooting)
Perform testing of competitor devices
Maintain an up-to-date product Knowledge Base
Ensure and maintain Customer satisfaction and company reputation
Perform all tasks in a timely manner
Act in compliance with Regulatory & Company guidelines
Ensure compliance to Quality System reporting requirements
In all aspects assist NIOX in promoting an increase in sales
Ensure and maintain efficient internal cooperation
Report and follow-up on actions and produce reports as needed
Establish and maintain systems and procedures to support business effort
Participate in developing and updating supporting documentation (SOPs, Work Instructions, Requirements and Policies)
As SME support Global Teams with product expertise
Execute and maintain designated activities within their deadlines
Perform activities in accordance with budget limitations
Coordinate expenses with Manager in accordance with NIOX authorization limits
Together with QA prioritize and execute CAPA activities
Perform other duties as assigned