Product Support Engineer

About The Team

Noah Medical is recruiting for a Product Support Engineer to facilitate operational and service engineering support of Noah medical products and digital platforms. 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, and Marketing).

The role should expect to travel within the United States up to 25% of the time. This travel may include customer visits, managing escalations, team meetings, attending conferences, or other activities to support the business.

A Day In the Life of a Product Support Engineer

• Provide real-time troubleshooting support for escalations from internal customers (Field Service, Sales & Marketing)
• 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 retention
• Apply strong problem solving skills to complex product and process challenges; lead and collaborate cross-functionally including with commercial teams and distribution partners to drive resolutions that minimize customer impact
• Drive complex failure investigations, data collection and analysis, and collaborate closely with the engineering team to identify product design, service, and quality improvement opportunities.
• Develop & maintain service procedures, service bulletins, risk assessment documents, training materials, knowledge base articles.
• Develop validation protocols and reports for internal service processes
• Develop, manage, and drive continuous improvement in field tooling (hardware, software, and infrastructure tools)
• Provide technical support for Quality and Post-Market activities including CAPAs, field actions, and complaint investigations, ensuring commercial impact is assessed and communicated
• Ensure customer feedback is documented, analyzed, and used to drive improvements in service delivery.

About You

• Bachelor's degree in Engineering (Electrical, Electronics, Mechanical, or Fluidics), and/or at least 3 years of relevant experience.
• Relevant clinical or bronchoscopy engineering experience including, but not limited to, understanding of basic pulmonary anatomy and physiology
• Relevant Experience with system/electrical troubleshooting, detail-oriented and willing to find the root causes of issues with good engineering practice
• Excellent oral (including group presentations) and written communication skills, as well as solid organizational and time management abilities
• Self-motivated and proactive, with a passion for quality and continuous improvement
• Live in the assigned geography
• Willing to travel and be hands-on in the field to service the product whenever necessary.
• Must be fiscally responsible, able to make own travel arrangements, and turn in expense reports on a weekly basis.
• Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.
• Must have a valid driver's license.

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