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Lead Product Solutions Engineer

2 months ago

Hurdle Mills, North Carolina, United States Baebies Full time

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 vision is rooted in the belief that every individual deserves a healthy beginning, and our mission is to enhance lives by introducing groundbreaking technologies, novel tests, and renewed hope for 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 with professionalism in the interest of the customer, swiftly identifying and resolving concerns. Additionally, this position includes providing customer-facing support and training on Baebies pediatric diagnostic products, ensuring that customer satisfaction and quality expectations are met or exceeded. The engineer will also consult with the sales team on technical matters and deliver sales presentations to potential clients.

Key Responsibilities

Customer Onboarding and Process Management

  • 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 enhance the training curriculum continuously.
  • 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.
  • Interface with Manufacturing regarding customer forecasts and orders.
  • Facilitate knowledge transfer to other team members through thorough documentation and communication.
  • Assist in drafting validation protocols and conducting validation and pilot studies at customer sites.

Complaint Resolution and Enhancement Requests

  • Develop a comprehensive understanding of the product to 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 address 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 punctually, proactively provide feedback, and manage tasks from inception to completion.
  • Ability to produce clear and structured written documentation.
  • Capability to understand and educate end users on instrument specifications, operation, maintenance, and perform data analysis to support 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.
  • Strong 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 fosters a dynamic and inclusive work environment, surrounded by intelligent, driven, and creative individuals. Our commitment to our customers and to advancing technology in early disease detection and comprehensive diagnosis is unwavering. We seek individuals who are innovative, dedicated to our mission, and continuously striving to improve the status quo.

In addition to competitive, market-driven compensation, Baebies offers 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

...and much more

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

Compensation details: Yearly Salary

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