Technical Product Engineer I

2 days ago

Naperville, United States ZipRecruiter Full time

Job DescriptionJob Description

WHO ARE WE?

Endotronix is a medical device company that aims to transform the treatment of heart failure, a chronic, progressive condition in which the heart is unable to pump enough blood to support the body. Our Cordella Heart Failure System (CHFS) includes proactive management tools for best practice care and detection of worsening heart failure. These easy-to-use tools improve patient quality of life and help to reduce hospital admissions thereby reducing health care costs. With our recent PMA approval from the FDA, we are preparing to grow our team – it’s a great time to join Endotronix

WHAT YOU’LL DO

The Technical Product Engineer will take the lead in troubleshooting advanced technical support issues in the field that are escalated by the customer support team. This will include the intake, investigation, documentation, and resolution of complaints and other field issues. Troubleshooting will include investigating failures, identifying root causes, and providing resolutions for the end user. The engineer will work closely with R&D and use data analysis tools (MATLAB, Python, Minitab etc.) to analyze field, vendor, and internal test data as an aid in the troubleshooting process. Acting as a technical lead, they will provide feedback to R&D and manufacturing which can be used to initiate corrective action and/or reliability improvements.

  • Lead root cause investigations on field failures
  • Conduct in-depth analysis on patient and device data
  • Lead support efforts related to reader troubleshooting and reader exchanges
  • Document complaints and complaint investigations as needed
  • Act as tier 2 support for CHFS and software related issues
  • Provide Reader use and troubleshooting training for the Customer Support team
  • Respond to inbound calls/escalations to maintain our best-in-class goal
  • Investigate returned materials as needed (RMAs, Out of Box Failures)
  • Provide resolutions/assistance to customers in a timely manner
  • Continuously track and trend data to present to management and cross functionally to repeat or identify new failures
  • Use data analysis tools to synthesize large datasets into presentable information
  • Conduct field visits for troubleshooting/field service purposes as needed
  • Maintain documentation of investigations and field activities
  • Cross functional collaboration with R&D, Software, Clinical, Quality, and Sales/Marketing teams
  • Develop troubleshooting guides
  • Travel required up to 30%
  • Other jobs as needed to support Operations or assist R&D

WHAT YOU BRING TO THE TABLE

  • 1-2 years relevant experience (including internships).
  • Ability to perform troubleshooting of analog and digital circuits to diagnose issues down to the component level using typical lab equipment such as oscilloscopes, signal generators, spectrum analyzers
  • Experience with either MATLAB, Minitab, or Python Experience in Altium
  • Experience in hardware or software systems

EDUCATION

  • Bachelor's degree in Electrical, Computer Science, Biomedical, Mechanical, or Reliability Engineering

WHO YOU ARE

  • Relentlessly focused on data and hypothesis driven decision making to create the best experiences for ETX patients and customers
  • Someone with a bias for action and quick iteration as opposed to perfection
  • A quick learner, who is able to work independently, multitask, and drive your own projects
  • An effective communicator and collaborator who can synthesize insights from multiple stakeholders across business functions to deliver purpose-built insights, models and tools that provide easily interpretable and actionable results
  • A team player who can inspire teams to deliver together, embodying the idea that the whole is greater than the sum of the parts
  • Passionate about digital healthcare and leveraging Data to deliver innovative solutions at scale

WHAT WE'RE LIKE

  • Willing to have the “direct and honest conversation”. Not afraid to confront the facts (or be confronted) and develop a plan to move forward.
  • Competitive spirit and drive to win. Strong sense of initiative, internal motivation and an unrelenting focus on results.
  • Openness to feedback and coaching with a strong towards continual learning and improvement. Ability to solicit, accept and provide direct feedback without defensiveness.
  • Capacity to function in a highly complex, company with ease and fluidity, while driving and influencing results.
  • Entrepreneurial, flexible, yet results-focused.
  • High degree of intellectual curiosity, honesty and capability.
  • Low ego and humble in spirit in spite of his/her track record of outstanding performance.

LIFE AT ENDOTRONIX

  • Our shared company values create a foundation of trust and collaboration. United in a common purpose, we excel at the task at hand to provide best-in-class medical technology and customer service to our patients and clinicians. And along the way we make sure to have a little fun, continue to grow and celebrate our successes.
  • We provide a competitive compensation package, comprehensive benefits including unlimited PTO, and an environment that will help you to thrive and succeed in your career.
  • Endotronix is an equal opportunity employer, and we are committed to providing equal employment opportunities to all persons without regard to , creed, , , , , marital status, citizenship status, , veteran status, or . We are passionately committed to building a diverse organization where all perspectives and cultures are celebrated.

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