Technical Support Engineer

Job Type

Full-time

Description

OVERVIEW:

Reports to the Technical Services Associate Director, Commercial Operations. The Technical Support Engineer based out of RxSight facility in Aliso Viejo, California and will be primarily responsible for working in collaboration with R&D developing required Technical Support documentation, training programs and supporting field-based staff (Clinical & Field Services) in technical problem resolution with RxSight devices. Additionally, this position will be responsible for Customer calls relating to problem resolution including phone support and when required on-site support relating to RxSight Equipment.

This position will be responsible for supporting troubleshooting technical issues in the field as they arise. The position will also have an essential job responsibility for the timely review and management of Field Service Report monitoring for accuracy, including review of all calls within the Service Management database to ensure proper reliability trending as well as complaint resolution as a result of said customer calls relating to technical issues with RxSight equipment.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This individual will function as a technical expert of the RxSight equipment and will be well versed in both the technical attributes of the technology as well as the System software and application of the equipment.

• Support Field Service operations:
• Travel to Customer sites to support Field Service activities in and outside the US
• Call management for all issues observed at clinical sites.
• Timely reporting of complaints and events as they relate to Systems.
• Assist in direct and indirect training of all RxSight Field Service Engineers
• Highest level of troubleshooting relating to RxSight equipment.
• Draft, release, and the administration of Service Bulleting's and Service Flashes
• Assist in reviewing, updating and releasing technical services work instructions, operating procedures and service manuals.
• Ensure device configuration for all in-house equipment is within configuration control to ensure consistency with regards to installed equipment configuration, i.e. current release.
• Maintain the highest level of direct customer satisfaction with the highest professionalism possible while managing customer situations and/or concerns.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Experience with handling and integrating optics, electromechanical devices.
• Experience developing and executing FDA approved process and equipment validations.
• Familiar with documentation requirements and procedures for an FDA regulated Company.
• An ability to write clear, concise and user-friendly documentation to help field service engineers understand complex information, processes, or systems.
• A demonstrable track record of success in achieving and maintaining high quality documentation for use in a Field environment.
• Effective analytical and problem-solving skills with the ability to apply creative solutions to challenges.
• Excellent communication skills in both oral and written formats, as well as excellent listening and problem-solving skills.
• The ability to interface effectively with all levels and functions within the organization.
• Proven ability to manage Customer Support/Service situations and excellent follow up skills.

SUPERVISORY RESPONSIBILITIES:

Position may be assisting in training other staff; therefore, role model behavior must be displayed with regards to procedure adherence as well as documentation accuracy.

At the discretion of management this position could be asked to supervise projects, processes and people when needed.

EDUCATION, EXPERIENCE, and TRAINING:

• AS in an Engineering discipline or a minimum of 3-5 years' direct experience in optical, mechanical or electronic medical device systems.
• Training to be completed per the training plan for this position as maintained in the document control system.

CERTIFICATES, LICENSES, REGISTRATIONS:

N/A

COMPUTER SKILLS:

• General understanding of Business Systems software is highly desirable, with knowledge of Field Support software and automation tools.
• General use of Microsoft Office products with a heavy emphasis on Excel use, including Pivot Tables, Macro's, etc.
• Adobe InDesign with an emphasis on interactive PDFs and manuals.

Salary Description

$80,000 To $110,000