Product Line Support Associate

Product Line Support Associate

Requirements

• Bachelor’s degree in an Engineering or related technical field
• 3 years of experience in a field service role working in a product support or technical environment with electro-mechanical equipment within the medical device or IVD industry
• Knowledge of Hemostasis and Critical Care instrumentation
• Understanding of the operation of high performance and critical care service organizations
• Understanding of business systems, computer hardware and software including Microsoft, Linux, SAP, Client Service Interface, VPNs, LIS/HIS interfaces, TCP/IP protocols, and ASTM/HL7 interfaces
• Background in analyzing complex data to assess business challenges and identify root causes
• Background in creating data models to control and improve instruments performance
• Track record leading and guiding peers to solve high complex issues on medical devices
• Detail oriented with strong organizational skills and ability to support team members
• Excellent interpersonal, verbal and written communication, and cross-functional skills, including working as a team player in a matrix environment
• Customer centric attitude and track record demonstrating customer focus by promoting and maintaining strong customer relationships.

Responsibilities

• Support Worldwide Service Strategic Business Unit (SBU) services programs including troubleshooting for assigned Hemostasis Automation Instruments product lines
• Support the Hemostasis Automation Instrumentation product lines by assisting in the overall lifecycle of supported equipment including the introduction, production, post-production, and end-of-support phases
• Support and help coordinate beta programs to meet the objectives defined by the Product Management, Engineering, and Executive Teams
• Use analytics to assess business challenges and identify root causes to support worldwide affiliates
• Assist with monthly product quality reviews to detect product and process trends
• Define key objectives and priorities to improve product performance
• Report issues, concerns and trends to Quality Assurance (QA), R&D, and Operations to initiate and expedite solutions
• Provide technical input to problem solve products
• Develop and manage spare part lists as needed
• Communicate service-oriented product updates to internal and external channels
• Work with Worldwide Service SBU team during customer escalations regarding products
• Interface with company internal direct field service organization, service affiliates, service distributors, and external affiliates as needed
• Visit customer sites as needed to provide training to affiliates and field personnel and to resolve complicated technical issues
• Work across departments including with R&D, QA, Regulatory, Manufacturing, Commercial, and Marketing departments to develop and implement cross-departmental processes to maximize Worldwide Service efficiency and productivity while controlling operating costs.

Preferred Qualifications

No preferred qualifications provided.