The Technical Support Engineer-3 is a highly educated and experienced individual whose role will be to troubleshoot end user system and network performance failures or problems, create a solution path, implement system and network corrections, and provide both verbal and written technical and computer support. The responsibilities include resolving complex service and technical problems using their own discretion, by phone and email response and also performing field service calls at the customer site. In addition, he/she will maintain all company property (inventory, tools, diagnostic equipment, etc.) in accordance with company policies and provide a high level of professional communication with customers, management, Sales, members of the Field Service team, and Technical Support.
Provide remote technical support (via phone, email, and direct remote connection) to customers, distributors, sales representatives, and field service engineers by assessing the complicated problems being presented to them and developing a plan to solve the problem.
Use advanced overall system knowledge to run tests and simulations in order to assist with problem solving.
Demonstrates good judgment based on experience and education in selecting methods and techniques for obtaining solutions.
Use advanced product knowledge and experience to become designated as a product specialist on a specific system when requested by Management.
Assess and identify problems with Optovue’s network solutions, then interface with client’s IT staff to develop a plan to correct any issues found.
Resolve both complex and routine end-user problems in assigned product areas and replicating client-reported problems.
Develop, expand, and release instrument service documentation including but not limited to service manuals, bulletins, field change notices, troubleshooting guides, procedures, and training materials using best practices.
Use advanced overall system knowledge to develop training program and curriculum for Distributors and new Optovue Technical Support and Field Service engineers in conjunction with the Technical Support Manager.
Develop, Expand, and Maintain available Technical Resources & Support Infrastructure for the Customer Service Group and Distributor when necessary.
Continually assess proper service/RMA parts inventories and create plans ways to reduce/consolidate inventory.
Resolve both complex and routine technical issues by providing remote and on-site support to customers, both domestic and international.
Other duties may include, but are not limited to, instructing customers on operation, maintenance of equipment and other assigned responsibilities.
Use overall knowledge and proficiency to assist the Technical Support and Field Service teams with complex questions and issues regarding customer calls including follow up calls with customers to insure satisfaction.
Maintain accurate and timely service records in accordance with all regulatory requirements including closing service records within appropriate timeframe.
Create and identify sales opportunities by assessing the needs of our customers.
Report design, reliability, and maintenance problems or bugs to design engineering/software engineering.
Maintains high standard of professionalism and conduct in all interactions.
Perform other related duties and assignments as required.
Education: B.S. in Engineering or Sciences or an equivalent combination of education and experience.
Experience: Minimum of five years experience as a Technical Support Engineer in a related field, or equivalent technical experience in a medical device company.
High technical proficiency and outstanding troubleshooting and problem-solving skills required.
Excellent oral, written, and interpersonal skills.
Strong ability to multi-task throughout the day on both phone queues and email.
Excellent documentation skills and ability to communicate effectively at all levels of the organization.
Working knowledge of FDA’s Quality System Regulations and other international regulatory requirements.
Working knowledge of IT/Networking operations.
Knowledge of Optics theory and functionality required.
Experience in Medical Device capital equipment highly desirable.