Customer Service Engineer Medical Device

8 Days Old

Responsibilities:
Customer Support: Provide on-site and remote technical support to healthcare facilities, answer customer inquiries, diagnosing issues, and delivering timely solutions to minimize downtime. Respond to customer inquiries professionally and promptly via phone, email, or in person. Coordinate with the internal team (sales, logistics, technical support) to ensure smooth service delivery.
Technical Expertise: Stay up-to-date with the latest technologies and advancements in endoscopy equipment, attending training sessions and certifications as required. Support continuous improvement by identifying and escalating recurring faults or system bottlenecks. ****
Customer Relationships: Build and maintain strong, professional relationships with customers to enhance satisfaction, trust, and retention.
Inventory Management: Maintain an inventory of service parts and equipment, ensuring timely availability and efficient use during repairs and maintenance.
Compliance: Ensure all activities are compliant with regulatory standards, including FDA regulations, ISO certifications, and other industry-specific guidelines.
Communication with Distributor Support: Act as a liaison between customers and the distributor's customer service team, coordinating RMA requests for defective or malfunctioning equipment. Work with the distributor to process returns, exchanges, and warranty claims, ensuring timely resolution of customer issues.
RMA Process Management: Manage the RMA process from start to finish, ensuring all necessary documentation is completed, defective equipment is returned, and replacement parts or scopes are provided in a timely manner. Track RMA statuses and follow up with distributors to ensure customer satisfaction.
Qualifications:
Education: A degree or diploma in Biomedical Engineering, Electronics Engineering, or a related technical field. Relevant certifications or training in medical equipment maintenance are a plus.
Experience: Minimum of 2 years of experience in the service and maintenance of medical devices, preferably in the field of endoscopy scopes or similar medical equipment.
Technical Skills: Strong knowledge of endoscopy scope technology, including troubleshooting, repair, calibration, and maintenance.
Customer Service: Proven ability to provide exceptional customer service and support, with strong communication and interpersonal skills.
Problem-Solving: Strong analytical skills and the ability to diagnose and resolve technical issues quickly and effectively.
Attention to Detail: High attention to detail with a commitment to maintaining high-quality standards in all service activities.
Communication Skills: Excellent written and verbal communication skills, with the ability to effectively interact with customers, distributors, and internal teams.
RMA Process Knowledge: Familiarity with the RMA process and working with distributors’ customer service teams to resolve equipment issues.
Travel: Ability to travel to customer location as required.
Computer Skills: Proficiency in using service management software and basic office applications (e.g., MS Office, Excel).
Preferred Qualifications:
Experience with repairing and servicing endoscopy equipment.
Familiarity with regulatory requirements for medical device servicing (e.g., FDA, ISO).
Previous experience in a field-based customer service or technical support role.
Physical Requirements:
Ability to lift and carry equipment up to 25 lbs.
Ability to work in various environments
Ability to handle technical equipment with precision and care.
Benefits:
Competitive salary
Paid time off (vacation, sick leave, holidays).
Ongoing professional development and training opportunities.
Company Description
We are looking for an excellent team player with professional work ethics to join us for a new exciting role. Successful candidates will be assigned to work on the latest surgical and imaging technologies!
Company Description We are looking for an excellent team player with professional work ethics to join us for a new exciting role. Successful candidates will be assigned to work on the latest surgical and imaging technologies!
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Location:
Irvine, CA, United States
Category:
Office And Administrative Support Occupations

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