The Opportunity
This Senior Remote Care Product Engineer position works Onsite, 5 days a week out of our Sylmar, CA location in the Cardiac Rhythm Management Division.
As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.
What You’ll Work On
The Sr.Remote Care Product Engineer will provide advanced technical support and troubleshooting for our medical device products.
This role requires a deep understanding of our technology, excellent problem-solving skills, and the ability to manage complex projects.
The ideal candidate will have at least 10 years of experience in technical support and project management.
- Provide advanced technical support to resolve complex issues related to our medical device products.
- Act as functional manager for junior team members, evaluate performance and related HR functions.
- Collaborate with Tier One support to escalate and resolve customer issues efficiently.
- Conduct thorough diagnostics and troubleshooting to identify root causes of technical problems.
- Manage and prioritize multiple support tickets and projects simultaneously.
- Develop and maintain detailed documentation of support processes and solutions.
- Work closely with the engineering and product development teams to provide feedback and improve product performance.
- Lead and participate in cross-functional projects to enhance customer support and product quality.
- Train and mentor other support staff to improve overall team performance.
- Ensure compliance with industry regulations and company policies.
Required Qualifications
- Bachelor’s degree in Biomedical engineering (BME) or a related field plus
- a minimum of 8 years of experience in a related role.
Preferred Qualifications
- 8-10 yrs. experience in technical support, preferably in the medical device industry.
- Proven project management experience with a track record of successfully managing complex projects.
- Strong technical knowledge of medical devices and related software.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Proficiency in using support ticketing systems and diagnostic tools.
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