Engineer, Technical Support

Job Description

Job Summary

The Technical Support Engineer is responsible for providing troubleshooting, training and tech support for direct hospital accounts, distributors, OEM, and internal customers.

Duties & Responsibilities

• Help drive Masimo's strategic and quality objectives by providing Technical Service support on Masimo's products.
• Support / troubleshoot system problems including configuring and coordinating with Masimo, vendors or hospital staff on the support of all component items.
• Document all complaints and failures per the Masimo Quality System.
• Responsible for 1st and 2nd level Technical Services support of the Company's network-based central monitoring and paging systems using LAN / WAN, WLAN and VLAN topologies in various hospital environments.
• Provide 1st and 2nd level technical support and training.
• Receive and respond to telephone calls and emails from end users.
• Initiate repair / replacement of failed and / or defective products.
• Serve as customer advocate for all matters involving Service.
• Provide technical consulting to sales team.
• Follow up on Technical Bulletins for Masimo products.
• Identify potential Customer training issues and propose solutions.
• Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved.
• Convey information from the field regarding product suggestions, improvements, and enhancements to Product Marketing.
• Maintain and develop a knowledge base of troubleshooting training.
• Provide technical review of all training and supporting user interface documentation.
• Monitor Technical Support process and procedures; initiate changes to optimize the process.
• Maintain account management for service-related activities.
• Work on multifaceted problems that may require new and creative thinking to the completion of the project.
• Perform other duties and projects as assigned.

Minimum & Preferred Qualifications and Experience

Minimum Qualifications

• Direct Technical experience with an ability to communicate with all areas of the healthcare industry.
• Knowledge of networking routing and switching technology and architecture.
• Knowledge of wireless technology and 802.11x standards.
• Knowledge of Linux Red Hat platform with hands-on experience as an administrator and user.
• Knowledge of engineering principles, troubleshooting, electronics, and design.
• Established self-starter with excellent analytical and problem-solving skills.
• Must have excellent verbal and written communication skills.
• Must have flexibility in reacting to new situations and adaptability for working in a new environment.
• Must be PC literate, have excellent organizational, communication, and writing skills.
• Must be a self-starter, a "hands-on" individual who enjoys challenge and is and dedicated to getting the job done with minimal support and direction.
• Strong 'hands-on' skills, with ability to perform detail-oriented work with high degree of accuracy.
• Ability to travel both domestically and internationally; eligible to apply for a Passport.
• Ability to work with and demonstrate knowledge of biohazard products and procedures.
• Ability to work on a rotating after-hours on-call schedule.
• Ability to lift 45 lbs. on an occasional basis.
• Fluent in local language and English.

Preferred Qualifications

• Call center experience with a global service provider of manufactured products.
• Three years of related experience in the medical industry.
• Knowledge of wired / wireless networking protocols.
• Prior experience in the Biomedical and / or Field Service.
• Ability to speak Spanish, French, and / or Portuguese preferred.

Education

A Bachelor of Science degree is preferred, or 3 years of equivalent related clinical or technical experience in lieu of a BS degree.

Compensation

The anticipated range for this position is $70,000 - $104,000. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, and experience.

Physical requirements / Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing, and walking. Daily use of a computer and other computing and digital devices is required.

May stand for extended periods when facilitating meetings or walking in the facilities. Some local travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver's license is required.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods.

Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.