Field Service Engineer medical device

BN Associates Inc.; New York (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

BN Associates Inc. seeks a Service Engineering Specialist to develop and administer service engineering documentation across the product lifecycle, support pre‑sales activities, and train Tier 1 & 2 teams, Solution Architects, and others for the 5‑Customer Interactions processes.

You will also deploy and configure training for service teams, participate in deployments and upgrades, and provide Tier 3 support for escalations while collaborating with internal and external partners to meet program

Qualifications

• Associate degree required with 2–5 years of relevant technical experience in R&D environment
• Strong knowledge of engineering disciplines and related areas
• Experience with Word, Excel and tracking systems (DevOps, Jira) desired

Responsibilities

• Understand customer needs for supported business segments
• Develop and administer Service Engineering documentation through the product lifecycle
• Provide Tier 3 support by handling escalations from Tier 2
• Train Tier 1 & 2 teams and Solution Architects on the 5-Customer Interactions processes
• Participate in deployments and upgrades and assist in deployments as needed
• Collaborate with internal teams and external partners to achieve goals while adhering to design controls

Skills

Problem Solving

Advanced Excel

Advanced Word

Advanced computer management

Education

Associate degree

Tools

DevOps

Jira

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Demonstrates understanding of customer needs for the supported business segments.
• Develop/administer Service Engineering documentation through the entire product lifecycle.
• Participate in pre-sale activities, as needed.
• Develop/administer the training to the Tier 1 & 2 teams, Solution Architects (SA), etc. for the 5-Customer Interactions (5-CI) processes.
• Develop/administer deployment/configuration training for the Service teams, within the 5-CI process, as well as participate in deployments and upgrades, as needed.
• Provide Tier 3 support by handling customer escalations from the Tier 2 team.
• Provide other support to customers.
• Works effectively in a collaborative climate among internal teams, external partners, and business segments to achieve organizational goals in a matrixed environment.
• Demonstrates understanding of and adherence to FDA, ISO, IEC design control procedures, regulations, and standards ensuring appropriate design controls are being adhered to during engineering efforts and new product development.
• Participate in the decomposition of system requirements to derived requirements.

ADDITIONAL DUTIES AND RESPONDISIBILITIES

• Lead technical team during project execution, to ensure high quality outputs in a timely manner.
• Participate in strategic customer calls to collect needs and provide solutions, support during escalations, as well as to plan special deployment/integration paths.
• Identify improvements area of the 5CI process.
• Effectively and systematically communicate issues that may affect commitments, as well as identify and propose potential solutions.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Office Word, Excel and tracking systems (DevOps, Jira, etc.) knowledge needed.
• Must possess a strong knowledge of engineering disciplines and solid knowledge of related disciplines.
• At least an associate degree with at least 2-5 years of relevant technical experience in R&D environment.

SKILLS AND ABILITIES

TECHNICAL SKILLS AND ABILITIES

• Problem Solving
• Advanced Excel skills
• Advanced Word skills
• Advanced computer management skills

LEADERSHIP SKILLS AND ABILITIES: Ability to share and teach known technical topics.

BEHAVIOR SKILLS AND ABILITIES

• Ability to work under minimal supervision.
• Ability to work well in groups.
• Open to new ideas.

VALUED BUT NOT REQUIRED COMPETENCIES

• Certifications and prior relevant work experience
• Prior experience of Cloud solution products.