Global Product Support Technician (Technical Lead)

NIOX®; Morrisville (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

NIOX, a medical device company based in Morrisville, NC, is seeking a Product Support Technician to join the Global Technical Operations team. You will serve as SME for NIOX products, manage incoming support requests, and contribute to warranty decisions and root-cause analyses.

Based in Morrisville, you will coordinate training, sensor testing, calibration, and data reporting while maintaining the knowledge base and ensuring regulatory compliance.

Qualifications

• Minimum 3 years’ experience with Technical Support.
• Minimum 2-3 years’ experience as Service/Technical Engineer or Electronic Technician
• Minimum 2-3 years’ experience with Technical Writing
• Extensive experience with MS Office and Office 365 is essential
• Experience working with Quality Systems is a merit
• Excellent English communication both verbally and in writing

Responsibilities

• Act as SME (Subject Matter Expert) on NIOX products
• Logging cases, and all their communication, for all incoming support requests
• Handle all incoming support requests
• Decide on product warranty actions (replacements and returns)
• Responsible for root-cause analysis & evaluations of returned products
• Perform product changes and produce their required documentation
• Perform sensor testing and produce their required documentation
• Perform data reporting for product instrumentation and their cases
• Manage US equipment calibration
• Coordinate and perform procedural (support process) and technical product training
• Perform testing of competitor devices
• Maintain an up-to-date product Knowledge Base
• Ensure and maintain Customer satisfaction and company reputation
• Perform all tasks in a timely manner
• Act in compliance with Regulatory & Company guidelines
• Ensure compliance to Quality System reporting requirements
• In all aspects assist NIOX in promoting an increase in sales
• Ensure and maintain efficient internal cooperation
• Report and follow-up on actions and produce reports as needed
• Establish and maintain systems and procedures to support business effort
• Participate in developing and updating supporting documentation (SOPs, Work Instructions, Requirements and Policies)
• As SME support Global Teams with product expertise
• Execute and maintain designated activities within their deadlines
• Perform activities in accordance with budget limitations
• Coordinate expenses with Manager in accordance with NIOX authorization limits
• Together with QA prioritize and execute CAPA activities
• Perform other duties as assigned

Skills

Technical Support

Service Engineering

Documentation

MS Office

Analytical skills

Troubleshooting

Education

Associate degree in Electronics or equivalent

Tools

MS Office 365

Quality Management Systems

Job description

NIOX, a medical device company based in Morrisville, NC, is seeking a Product Support Technician to join the Global Technical Operations team. You will serve as SME for NIOX products, manage incoming support requests, and contribute to warranty decisions and root-cause analyses.

Based in Morrisville, you will coordinate training, sensor testing, calibration, and data reporting while maintaining the knowledge base and ensuring regulatory compliance.