Product Support Engineer I

3 weeks ago

Orlando, United States Ziehm-OrthoScan Full time

Ziehm Imaging - Orthoscan Inc. is currently seeking a motivated, career-oriented professional with a positive can-do attitude to join our team as a full-time Product Support Engineer - Technical Support.

Why Work for Ziehm Imaging - Orthoscan Inc.?

There's something special about Ziehm-Orthoscan. There's a sense of pride that comes from building a product that helps improve people's lives and making the most of ourselves as a company and as individuals. We know the success of Ziehm-Orthoscan depends on every employee in our organization, it is our people who make the difference.

What do we offer?

  • The challenge of meaningful work - we offer constant opportunities to grow and develop world-class skills and a truly rewarding career.
  • A unique culture where people convert their passion into action.
  • The kind of competitive compensation you would expect from a world leader.
  • Ten paid holidays plus a generous PTO and vacation time plan.
  • Great benefit plans, major medical, dental and vision.
  • Company 401(k) plan with an employer match.

  • Competitive pay


What do we expect from you?

  • You have a passion for serving others.
  • Creative and fresh thinking in your work.
  • A spirit of collaboration - you thrive when you work with a diverse range of people with different views, perspectives and priorities.
  • The ability and experience to perform the job duties successfully.

Job Summary:

The Product Support Engineer I will provide a broad range of telephone support services for Ziehm Orthoscan products. The Product Support Engineer is responsible for resolving over the phone technical issues or emails escalated by health care users regarding our C-Arm products. The PSE assists field engineers and sales representatives with technical inquiry, identification of parts for repairs and/or estimates. Working in ticketing system (ServiceMax), access to files/hard drive and Orthoscan parts portal to help with everyday tasks.

Minimum Requirements:
  • Provide customer support and resolve C-Arm technical issues over the phone relating to software, hardware, parts, etc.
  • Continuously invest in education on the product and may be required to set up special experiments and/or testing to obtain the necessary knowledge to support the role.
  • Provide initial troubleshooting and notating work orders with Confirmation and Evaluation notes in ticketing system. (ServiceMax).
  • Assist in providing data that may identify failure trends before such trends begin to show in statistical data for premature or excessive failures.
  • Responsible for following company quality processes, SOP's and maintenance of appropriate documentation essential to meet regulatory requirements.
  • Recommend closing complaint after resolution.
  • Monitor progress against defined goals to ensure securing department goals.
  • Responsible for the maintenance of appropriate documentation for training results to meet regulatory and audit requirements.
  • Must handle stress positively and effectively in the way most appropriate for the benefit of the department and company. Positively respond to change and prioritize assigned tasks.

Minimum Qualifications:

  • Bachelor's degree in electrical engineering or other closely related field acquired from an accredited University required.
  • Excellent communication skills and attention to detail.
  • Ability to prioritize and lead multiple tasks/assignments simultaneously.
  • Excellent project management skills.
  • Must have strong interpersonal skills.

Preferred Qualifications:

  • 2 years of experience within the Medical Device Industry.
  • Knowledge of digital and analog circuitry, medical imaging systems, and general fluoroscopy.
Working Conditions
  • Shift schedule: Monday through Friday and must be able to work overtime as required.
  • May require some travel to perform work on site at customer's facility.
  • Must be able to produce quality and quantity of work.
  • May require PPE and periodic exposure to low dose radiation.

We support a drug free work environment.

EOE/M/F/Disability/Vet All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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