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Product Solutions Specialist

2 months ago

Durham, 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 enhancing early disease detection and comprehensive diagnosis for individuals of all ages. Our vision is rooted in the belief that every individual deserves a healthy beginning, and our mission is to save lives and improve quality of life by introducing advanced technologies, novel tests, and renewed hope for children, parents, adult patients, and healthcare professionals globally.

Role 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, swiftly identifying and resolving concerns, while providing customer-facing support and training on Baebies pediatric diagnostic products to ensure high levels of customer satisfaction and quality.

Key Responsibilities

Customer Integration and Support

  • Lead the post-sale journey for key accounts, from initial integration to product adoption, expansion, and renewal.
  • Customize and enhance customer integration processes, incorporating elements from other business units.
  • Coordinate training schedules for both in-house and on-site sessions.
  • Serve as the primary trainer for end users and customer laboratory leadership.
  • Develop and continuously improve the training curriculum.
  • Collaborate closely with new customers to streamline laboratory integration requirements for Baebies products, ensuring smooth installations.
  • Ensure customers have the necessary materials and supplies.
  • Interface with Manufacturing regarding customer forecasts and orders.
  • Document and communicate knowledge transfer to other team members.
  • Assist in writing validation protocols and conducting validation and pilot studies at customer locations.

Issue Resolution and Enhancement Requests

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

Qualifications

  • Proven success in a collaborative team environment with shared objectives.
  • Demonstrated ability to deliver on commitments in a timely manner, providing proactive feedback and managing tasks from inception to completion.
  • Strong capability to produce clear and structured written documentation.
  • Ability to 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 a science, engineering, or health-related field, or equivalent experience.
  • Willingness to travel approximately 25-40%, including occasional international travel.
  • Exceptional attention to detail and organizational skills.

Working Environment

Hybrid office/work from home setup.

Physical Requirements

Prolonged computer work.

Compensation and Benefits

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

Baebies fosters a dynamic and inclusive work environment, surrounded by intelligent, driven, and creative individuals. We seek innovative individuals dedicated to our mission and committed to enhancing the landscape of early disease detection and comprehensive diagnosis.

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

  • 100% employee premiums for Medical & Vision coverage
  • 100% employee and family premiums for Dental coverage
  • 401K plan
  • Stock Options
  • 4 Weeks of Paid Time Off
  • 14 Paid Holidays annually
  • Paid Employee Life Insurance
  • Onsite gym membership and classes
  • Discounts on Pet & Legal Insurance
  • Fertility & Family Support
  • ...and much more.

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