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Lead Product Solutions Engineer

2 months ago

Durham, North Carolina, United States Baebies Inc. Full time

About Baebies

Baebies is a pioneering medical device organization dedicated to the development and commercialization of innovative newborn screening and near-patient testing solutions aimed at facilitating early disease detection and comprehensive diagnosis for both children and adults. Our guiding vision is that every individual deserves a healthy beginning, and our mission is to enhance lives by introducing new technologies, tests, and hope to children, parents, adult patients, and healthcare professionals globally.

Position Overview

The Senior Product Solutions Engineer is responsible for proposing effective solutions to ongoing challenges while ensuring seamless integration with existing systems and equipment. This role involves collaboration with engineers across various departments to address issues that may arise during and after the implementation of solutions. The engineer will act in the best interest of the customer, promptly identifying and resolving concerns. Additionally, this position entails providing customer-facing support and training on Baebies pediatric diagnostic products, ensuring that customer satisfaction and quality expectations are not only met but exceeded. The engineer will also consult with the sales team on technical matters and conduct sales presentations for potential clients.

Key Responsibilities

Customer Onboarding and Related Processes

  • Lead the post-sale journey for key accounts, from initial onboarding through product adoption, expansion, and renewal.
  • Adapt and customize customer onboarding processes from other business units, including sales order processes, shipping checklists, and installation checklists.
  • Coordinate training schedules for both in-house and on-site sessions.
  • Serve as the primary product trainer for end users and customer laboratory leadership.
  • Develop and implement continuous improvements to the training curriculum.
  • Collaborate closely with new customers to streamline lab integration requirements for Baebies products, ensuring a successful and smooth installation.
  • Ensure customers have the necessary materials and supplies.
  • Engage with Manufacturing regarding customer forecasts and orders.
  • Facilitate knowledge transfer to other team members through documentation and communication.
  • Assist in writing validation protocols and conducting validation and pilot studies at customer sites.

Handling Complaints, Issues, and Enhancement Requests

  • Gain a comprehensive understanding of the product and translate customer enhancement requests and needs into actionable use cases.
  • Analyze customer data to enhance the customer experience, facilitating product performance trending and communicating product challenges with R&D and Manufacturing.
  • Work collaboratively with internal R&D and Manufacturing teams, as well as customers, to resolve enhancement requests and potential issues.

Qualifications

  • Proven success in a collaborative team environment with shared goals and responsibilities.
  • Demonstrated ability to consistently deliver on commitments in a timely manner, proactively provide feedback, and manage tasks from inception to completion.
  • Strong capability to produce clear and structured written documentation.
  • Ability to comprehend and educate end users on instrument specifications, operation, maintenance, and perform data analysis for various applications.
  • 3-7 years of experience in the in-vitro diagnostics or medical device industry, with a preference for customer support experience.
  • Bachelor's or Master's degree in science, engineering, or a health-related field, or equivalent experience.
  • Willingness to travel approximately 25-40%, including occasional international travel.
  • Attention to detail and exceptional organizational skills.

Working Conditions

Hybrid office/work from home environment.

Physical Requirements

Computer-based work.

Direct Reports

N/A

Compensation & Benefits

Salary Range: $80,288-$100,380

Baebies offers a dynamic and inclusive work environment surrounded by intelligent, driven, and creative individuals. Guided by the vision that everyone deserves a healthy start, our team is committed to our customers and to advancing technology in early disease detection and comprehensive diagnosis. At Baebies, we seek individuals who are innovative, dedicated to our mission, and consistently striving to improve the status quo.

In addition to competitive, market-driven compensation, Baebies provides a comprehensive employee benefits package including:

100% employee premiums for Medical & Vision coverage

100% employee and family premiums for Dental coverage

401K available

Stock Options

4 Weeks PTO

14 Paid Holidays per year

Paid Employee Life Insurance

Onsite free gym membership & classes

Discount Pet & Legal Insurance

Fertility & Family Support

Much more

Baebies, Inc. is an equal opportunity employer. NO RECRUITERS OR AGENCIES, PLEASE.