Technical Support Manager

South Bay, CA | Direct Hire

Post Date: 04/20/2018 Job ID: JOS000007300 Industry: Medical Device

Responsibilities Include:

Provide escalated level 2 break fix support for field engineers and customers

Provide escalated level 3 support by collaborating with engineering when necessary

Direct traffic during a service escalation by leading engineering and field teams with action items

Develop Help desk for technical questions from field engineers

Specify and lead the development of our remote diagnostics, data streams, IoT technologies

Write procedures, technical tips, service manuals as required for the field

Identify and help develop spare parts (FRU’s) and spare strategies

Travel to customer sites when needed to test new procedures and provide hands on training to field engineers or to solve a difficult technical problem and assure customer satisfaction levels are achieved.

Examine field issues and report on recommendations for action

 

Requirements:

 

5 year’s field service or technical support role

Familiar with FDA GMP for medical devices

Excellent written skills including email communication, and technical documentation

Excellent verbal skills and telephone presence

Excellent project management skills

Excellent customer service / empathy skills

Bachelor’s degree in Electrical/ Electronic Engineering, Masters preferred

Experience with Field Service of radiation producing medical devices such as Linear Accelerators, MRI, or CT.

Experience with high power RF systems, magnetics and cryogenic systems preferred.

Must be able to work around high strength magnets.

Strong system level troubleshooting skills

Strong computer skills with an understanding of networking


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