-The Product Support Engineer II will provide customer and technical support for ACIST/Bracco products to our customers, ensuring compliance with all ACIST Quality System and Regulatory requirements. This includes providing escalated engineering support to ACIST Customer Support, Field Service and ACIST/Bracco Group affiliates and distributors around the globe; aligning with Service Management and Engineering to support product launch and product life cycle management; support and implement business initiatives and product support processes and projects as necessary; and the overall improvement of service delivery in an effort to achieve higher levels of customer satisfaction, financial growth, and department performance.
Primary Duties & Responsibilities:- Align with Service Management, Service Engineering and cross functional teams on new product launch, product support, and life cycle management initiatives.
- Assist service activities pertaining to component obsolescence, compatibility, and retrofit / upgrade (software, hardware, or safety related); work with Service Management and Engineering to implement per established plans.
- Support Service Management and Engineering (Manufacturing, Sustaining, Service and Quality) teams with investigations related to product failures which involve field assessment, trending, root-cause determination, and associated project plans and corrective measures.
- Manage escalated product support responsibilities across the customer installed base as related to product failures and associated complaints: Identify, troubleshoot, and respond to field-reported product issues, problems and requests from Sales, distributors, and 3rd party service providers.
- Support service initiatives, preventive or corrective, per project and business need and communicate/arrange with the sales/commercial team, affiliates, distributors and 3rd party service providers regarding related field activities.
- Provide call escalation and technical/engineering support within the Service Department to Customer Support, Field Service, and ACIST/Bracco Group affiliates, distributors and 3rd party service providers.
- Provide technical support via customer account visits independently or with Field Service and / or Sales to aid product assessments, corrective actions and repair initiatives as needed or requested.
- Document, update and maintain reports and associated service activities in the service/complaint handling database(s) for each field-reported problem per ACIST Quality System and Device History Record (DHR) requirements; align with ACIST Customer Support for documenting associated records within the ACIST business systems.
- Escalate complex and/or urgent technical problems to the Service Management as appropriate and in accordance with escalation procedures.
- Review and update current service equipment; work with Service Engineering to fabricate and support service kits, tools, test fixtures, and diagnostics for the service and repair of new and existing products.
- Liaison with Customer Support, Technical Service and Service Engineering as needed to develop, validate and implement service processes and product support improvements that will increase customer satisfaction and the department's overall efficiency, output and profitability.
- Apply engineering and quality principles within scope of role; create necessary Quality System documentation.
Qualifications (Knowledge, Skills & Abilities): Minimum- Bachelor of Science degree in Mechanical, Electrical or Biomedical Engineering, or a combination of education and experience providing equivalent knowledge
- Minimum of 2-4 years' experience with electro-mechanical devices
- Analytical and problem-solving skills: troubleshooting, analyzing and formulating solutions
- Ability to assimilate technical concepts quickly and present technical information clearly and concisely for technical and non-technical audiences
- Strong interpersonal and communication, both oral and written, skills; customer focused
- Ability to work both independently and as part of a team
- Self-motivated/directed, works with a sense of urgency and results focus
- Experience interfacing with various individuals and functions within the organization and externally/with customers
- Strong organizational and administrative skills; ability to prioritize and handle multiple tasks
- Moderate to high level of computer proficiency including MS Office Suite; proficient with business applications and databases
- Working knowledge and experience with Quality System regulations
Preferred: - Experience with medical device/ equipment and field
Other:- Travel to customer and distributor sites will be required; up to 20%
Compensation & Total Rewards: Estimated starting salary: 94,000.00 - $104,000.00
*Estimated starting salary is intended to reflect the salary Bracco Medical Technologies reasonably expects to pay for the position. The provided range is based on salary and market data and may vary based on an employee's eligibility for geographic differential pay in high-cost-of-labor markets.
Total Rewards: - Paid Time Off, Company Holidays & Paid Family Leave - We provide PTO and Company Holidays to help you recharge, relax and do what's important to you, when it's important to you. Our 100% paid family leave options for parents, grandparents and eligible family members provide support for growing families as well.
- Achieve - Beyond competitive compensation, we offer options to help you plan for a financially secure future, including an annual incentive plan and 401k savings plan contributions.
- Live well - We offer comprehensive benefit options to help protect you along the way, including medical, dental, vision, and life insurance, employer HSA contributions, employee assistance program, short-term disability, etc.
- Evolve - Through structured on-the-job learning, workshops, seminars, and our tuition reimbursement program, you'll find many opportunities to grow, personally and professionally.
- Choose -You won't find "stuffy" here whether your position requires a hybrid or in-the-office working arrangement. That means business casual for your attire and flexibility in your schedule, wherever possible.
