Quality Engineer, Customer Support

The Esab Group • Gurnee, IL

252d • $74,788 - $87,007

About The Position

Ohio Medical is a global leader in medical air and vacuum pumping systems, suction, and oxygen therapy devices. Our trusted brands, including Ohio Medical and Amvex, offer cutting-edge solutions such as suction regulators, air and oxygen flow meters, pumping systems, and portable suction equipment. Operating in an FDA-regulated facility, we adhere to ISO 13485, ISO 9001, and NFPA 99 standards, ensuring high-quality and reliable products that meet global regulatory requirements. Headquartered in Gurnee, IL, we take pride in our commitment to patient safety, innovation, and quality products. With a history dating back over 100 years, Ohio Medical has shaped the medical industry. In 1910, we manufactured one of the first anesthesia gas machines, The Ohio Monovalve, which was extensively used during World War I. Our legacy includes innovations such as the Push-To-Set™ (PTS) suction regulator and advancements in medical gas and oxygen therapy. In 2022, Ohio Medical joined The ESAB Corporation, furthering our mission to deliver innovative, high-quality products that prioritize patient safety. Join a team where history meets innovation and make an impact on the future of healthcare.

Requirements

• 2-3 years' experience as a Quality Engineer.
• Proven experience in customer support, technical support, or quality engineering roles in medical device industry.
• Experience with customer support platforms, CRM systems, and quality management tools is advantageous.
• Experience with Epicor ERP a plus.
• Experience with root cause analysis tools such as 8D.
• Bilingual in Spanish a plus.

Nice To Haves

• Master's Degree a plus.
• Lean Six Sigma a plus.

Responsibilities

• Investigate customer complaints and technical issues thoroughly, employing root cause analysis techniques to identify underlying causes and trends.
• Collaborate closely with cross-functional teams, including engineering, repair technicians, quality assurance, and product development, to address systemic issues and implement corrective actions.
• Monitor and analyze customer support metrics and performance indicators to identify opportunities for quality improvement and operational efficiency.
• Develop and deliver technical training programs for internal staff, distributors, and external customers to enhance their understanding and proficiency in troubleshooting and customer support/repair processes.
• Create training materials, such as manuals, guides, and presentations, to support repair training initiatives and ensure consistency in customer support practices.
• Provide prompt and comprehensive technical support to customers, addressing inquiries, issues, and concerns related to our products/services.
• Guide customers through troubleshooting steps and resolution processes, ensuring a positive and seamless support experience.
• Document customer interactions, including inquiries, resolutions, and feedback, using customer support platforms or CRM systems.

Benefits

• Generous benefits package.
• Opportunities for career advancement.
• Multi-cultural work environment that values ideas and rewards initiative.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree