Adecco Engineering and Technical, a division of the world leader in the recruitment of engineering and information technology professionals, has an immediate opening for a Technical Support Engineer - Product Specialist on a 6 month contract opportunity with a leading company in the medical device industry.
The Technical Support Engineer will be responsible for answering, responding, and solving customer’s technical calls for all the client's products as well as coordinating solutions with other resources within the organization, updating customer information within the products, and proactively improving customer experience. This position will also be responsible for working on the scheduling and delivery of product to customers as well as interface on product warranty returns. The position reports directly to the Customer Services Manager.
The successful candidate will have demonstrated experience or capability in the following areas:
The Technical Support Engineer
Escalation for issues from the customer support team, troubleshooting technical problems with customers;
Working directly with customers to evaluate system environments and requirements;
Coordinate the internal resources for installation planning;
Customer representation on internal Incident Resolution Teams;
Creating and documenting customer facing and internal documentation and procedures for product functionality, operations, and installation;
Creating and presenting training material to internal staff and customers;
Providing customer and operations feedback into the development teams for new features and products;
Working with engineering to ensuring implementation of new product releases are plan for and handled smoothly including creation of product infrastructures and implementation processes;
Developing detailed knowledge of QuietCare products and systems;
Understanding of Quality Management System processes and procedures and to help update when needed;
The successful candidate will have demonstrated experience or capability in the following areas:
Installation, configuration and troubleshooting complex enterprise IT products
Knowledge of networks – LANs, PANs, WiFi, Zigbee, etc.
Excellent customer service skills
Project and program management
Training IT and non technical (i.e. clinical) professionals
Successfully managing resources, schedules and business priorities in a complex environment
Requirements of 21 CFR 820.30, ISO 13485, and other related medical device regulations
Working within a Quality Management System
Working with Personal Health Information and Personally Identifiable Information
Improving efficiency and reducing throughput time in complex projects
Defining and operating consistent planning and execution processes
Writing technical documents in a clear and consist manner
Notes:
Zigbee experience (mesh networks) preferred, understand/articulate network infrastructure and setup, backend applications, UNIX servers
Interface between users and engineering team, take escalated issues from call center and offer resolution
Rewrite installation guides and support operations guides, tech writing/documentation experience is a big plus
On the job training/shadowing will be used as a means of training on CI products, new engineering lab will also be used as well as going out on
product installs to view how products are used in the field
Familiarity with Agile (Quality Mgmt. System) would be useful
If you are interested in this opportunity or other opportunities available through Adecco Engineering and Technical, please apply online or email directly to eileen.bonner@adeccona.com
The Adecco Group is a Fortune Global 500 company and the global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Engineering and Technical offers benefits including Holiday, 401(k), Insurance Benefit Plans and Anniversary Bonus opportunities. Adecco Engineering and Technical is an Equal Opportunity Employer.