Product Support Engineer

Overview

To be successful, you will use your strong troubleshooting abilities and excellent written/verbal skills to interact with clients and team members to provide support and generate solutions.

• Effectively assess technical situations and establish case priorities/severities
• Assess situations and classify the urgency for each client requiring product support
• Identify trending product issues and best practices for resolution
• Interpret maintenance manuals, schematics, and mechanical drawings for needed information
• Effectively manage cases through documentation, troubleshooting, and communicating
• Deliver superior support via phone and email correspondence
• Remain calm, composed and task focused while supporting upset customers
• Document and articulate technical findings
• Assist with presentations and sharing technical knowledge with field service technicians
• Write and process warranty reports
• Process replacement parts or return requests in the ERP system

• Three years of technical experience in medical device, biotech, or industrial hardware industry
• Ability to deliver superior customer service
• Sound analytical and organizational skills
• Electrical/HVAC/wiring experience
• Must have competence in repair of mechanical, electro-mechanical, and electronic technology to sufficiently diagnose issues
• Ability to apply and adopt continuous improvement principles; seeks out efficiency gains