In this role, you serve as a key technical liaison, supporting product development and field actions while ensuring compliance and effective communication across teams. You also focus on enhancing product support capabilities in the EU region.
Anforderungen
- •Bachelor’s degree in Engineering required
- •Minimum 10 years of experience required
- •Proven ability to mentor junior team members
- •Experience with Documentation Control systems preferred
- •Skilled in managing technical documentation required
- •Demonstrated project planning skills required
- •Basic understanding of GMP and ISO standards required
- •Excellent analytical and problem-solving abilities required
- •High attention to detail and organizational skills required
- •Self-starter capable of working independently
- •Experience in cross-functional project teams required
- •Excellent communication skills in English required
Deine Aufgaben
- •Serve as the primary technical liaison.
- •Represent regional interests in product support.
- •Act as a technical liaison for local and corporate groups.
- •Understand and communicate customer technical requirements.
- •Support new product development and introduction.
- •Provide regional expertise for new product development.
- •Evaluate engineering changes' impact on field support.
- •Serve as a subject matter expert for assigned NPI platforms.
- •Coordinate NPI training and support with relevant groups.
- •Support field actions and collaborate with regulatory teams.
- •Develop implementation plans for field actions.
- •Guide field service teams on field action FSOs.
- •Monitor field action implementation progress.
- •Ensure compliance with local regulatory bodies for field actions.
- •Develop implementation plans for upgrades and updates.
- •Coordinate rollout activities with field service personnel.
- •Train field service staff as needed.
- •Analyze and explain technical issues.
- •Support technical documentation and terminology translation.
- •Create Knowledge Database articles for system issues.
- •Resolve escalations for technical issues and communicate with relevant groups.
- •Identify and propose improvements for product support activities.
- •Establish product support functions in the EU region.
- •Build support capabilities considering global requirements.
- •Plan for expanding support functions.
Original Beschreibung
## Job Description
The Sr. Product Support Engineer role serves as the primary technical liaison within EU and provides support for technical direction, escalations, trainings and advanced support. This position is expected to draw on deep business systems, technical, and organizational understanding to affect change management and exert technical leadership.
This role will understand and collect local requirements related to technical affairs and collaborate with other Product Support team members and other corporate teams as needed (Engineering, Quality, and others) to ensure that requirements and objectives are well understood and addressed.
**Roles and Responsibilities**
* Highest level Services technical liaison – primary subject matter expert
* Act as regional expert within product support group and represent the interests of the region to corporate product support
* Act as technical liaison for the region to local and corporate groups via the product support team (engineering, post market, regulatory, field service, management, etc.)
* Understand the customer / field technical requirements and explain to other groups as needed
* New product development and new product introduction support
* Regional subject matter expert for new product development requirements
* Evaluate the impact of engineering changes on the support of product in the field
* Regional subject matter expert for assigned NPI platforms (new instruments, systems, software, etc.)
* Coordinate with marketing, post markets, and other relevant groups to provide NPI training, direction, and other support for local teams.
* Field Action support
* Collaborate with Regulatory / Post Market surveillance teams on Field Actions to understand the issue and develop implementation plan
* Provide direction to field service team on field action FSOs and support as needed
* Monitor implementation of all field actions
* Coordinate with Regulatory/Compliance teams to verify all field actions are completed in compliance with local regulatory bodies
* Change Implementation (updates, upgrades)
* Develop implementation plans for all upgrades/updates for the region with various groups (logistics, post market, customer service, marketing, etc.)
* Coordinate rollout activities with field service personnel
* Perform training of field service staff as needed
* Monitor progress and confirm completion as needed
* Ongoing Support
* Perform analysis and explanation for technical issues as needed
* Provide support for technical documentation and translation of technical terminology
* Develop Knowledge Database articles intended to communicate system issues and notices to the field
* Support and resolve escalations for technical issues and further escalate/communicate to appropriate groups as needed (engineering, IT, post market, etc.).
* Identify areas of improvement for product support activities and make proposals for how to improve
* Establish Product Support function in EU region
* Build capabilities for support structure within EU with global support requirements considered
* Understand needs and plan for expanding support functions
## Qualifications
* Bachelor’s degree in Engineering or equivalent required
* Minimum 10 years of experience as a Product Support Engineer or in a similar role supporting a field organization
* Proven ability to mentor junior team members
* Experience with Documentation Control systems (e.g., Agile/ACCS, SAP, inventory management, or Device History Records) is strongly preferred
* Skilled in reviewing, creating, and managing technical documentation against specific criteria, required
* Demonstrated project planning skills, including schedule creation and objective management
* Basic understanding of GMP (Good Manufacturing Practices) and ISO standards
* Excellent analytical, troubleshooting, and problem-solving abilities
* High attention to detail, strong individual initiative, ownership mindset, and excellent organizational skills
* Self-starter capable of working independently with minimal supervision
* Experience working effectively in cross-functional project teams
* Excellent verbal and written communication skills in English; proficiency in German and/or other EU languages is a plus
## Additional Information
Wir schätzen jede Person in ihrer Individualität – unabhängig von Geschlecht, ethnischer oder sozialer Herkunft, Religion, besonderen Bedürfnissen, Alter oder sexueller Identität. Diskriminierung hat bei uns keinen Platz.