About The Teamย
Noah Medical isย recruiting forย a Product Support Engineer toย facilitateย operational and service engineering support of Noah medical products and digital platforms.ย The Product Support Engineer serves as a primary liaison between Noah's internal technical groups (Engineering, Quality, Manufacturing) and the various internal and external departments supporting Service (Field and Customer Service, Clinical Sales,ย and Marketing).ย
The role should expect to travel within the United States up to 25% of the time. Thisย travelย may include customer visits, managing escalations, team meetings, attendingย conferences,ย or other activities to support the business.ย
ย A Dayย Inย theย Lifeย ofย aย Product Support Engineerย
- Provide real-time troubleshooting support for escalations from internal customers (Field Service, Sales & Marketing)ย
- Serve as a primary technical liaison between Noah Medical and commercial partners, distributors, and key customer accounts, building strong relationships and driving customer satisfaction and retentionย
- Apply strongย problemย solvingย skills to complex product and process challenges; lead and collaborate cross-functionally including with commercial teams and distributionย partners toย drive resolutions that minimize customer impactย
- Drive complex failure investigations, dataย collectionย and analysis, and collaborate closely with the engineering team toย identifyย product design, service, and quality improvement opportunities.ย
- Develop &ย maintainย serviceย procedures, service bulletins, risk assessment documents, training materials, knowledge base articles.ย
- Develop validation protocols and reports for internal service processesย ย
- Develop, manage, and drive continuous improvement in field tooling (hardware, software, and infrastructure tools)ย
- Provide technical support for Quality and Post-Market activities including CAPAs, field actions, and complaint investigations, ensuring commercial impact isย assessedย and communicatedย
- Ensure customer feedback is documented, analyzed, and used to drive improvements in service delivery.ย
ย About Youย
- Bachelor's degree in Engineeringย (Electrical, Electronics, Mechanical, or Fluidics), and/or at least 3 years of relevant experience.ย ย
- Relevant clinical or bronchoscopy engineering experience including,ย but not limited to,ย understanding of basic pulmonary anatomy and physiologyย
- Relevant Experience with system/electrical troubleshooting, detail-oriented and willing to find the root causes of issues with good engineering practiceย
- Excellent oral (including group presentations) and written communication skills, as well as solid organizational and time management abilitiesย
- Self-motivated and proactive, with a passion for quality and continuous improvementย
- Live in the assigned geographyย
- Willing to travel and be hands-on in the field to service the product whenever necessary.ย
- Must be fiscally responsible, able to make own travel arrangements, and turn in expense reports on a weekly basis.ย
- Excellent computer and technology skills with regards to softwareย applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.ย
- Mustย have a valid driver's license.
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