Principal Solution Engineer - Systems

ICU Medical; San Diego (CA); Remote; USD 100,000 - 130,000; Full time

Job summary

Join a leading company as a Principal Solution Engineer - Systems. You will be responsible for resolving customer queries, managing projects, and developing training. The role requires strong communication and problem-solving skills, along with IT experience. This position offers a chance to contribute to operational improvements in a dynamic environment.

Qualifications

• Minimum of 4+ years IT experience with expertise in software, clinical devices, and networking.
• Strong problem-solving skills with a structured approach.

Responsibilities

• Respond to customer queries and resolve product and service issues.
• Develop and deliver training to ensure team and customer proficiency.

Skills

Communication

Problem Solving

Leadership

Education

Bachelor’s degree in a related field

Tools

VMware

Windows Server

SQL

Java

Cloud

Job description

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Responsibilities

1. Query and Issue Resolution: Respond to customer queries and resolve product and service issues following Help Desk processes, SOPs, SLAs, and departmental agreements.
2. Communication: Maintain consistent, professional, and effective communication with all affected parties during the query resolution process, adhering to communication policies and incident management guidelines.
3. Knowledge Management: Recommend solutions, prepare Knowledge Articles, and maximize Knowledge Management tools during resolution processes.
4. Performance Metrics: Meet or exceed KPIs related to customer response times, Knowledge Management utilization, and contribute to customer and sales satisfaction.
5. Projects/Products: Participate or lead projects focusing on operational improvements, testing, automation, and upgrades, managing requirements, budgets, and schedules without impacting key metrics.
6. Training: Develop and deliver training to ensure team and customer proficiency.
7. Tools: Identify, train, and assist on system tools for issue identification and resolution.
8. Standards: Identify and apply industry standards relevant to networking, security, and other technical areas.

Qualifications

• High-level communication skills (verbal, written, presentation)
• Strong problem-solving skills with a structured approach
• Self-motivated with a sense of urgency
• Effective presentation and interpersonal skills
• Leadership experience and mentoring capabilities

Education & Experience

• Bachelor’s degree in a related field preferred or equivalent industry experience
• Minimum of 4+ years IT experience, with expertise in areas such as software, clinical devices, VMware, Windows Server, SQL, networking, Java, cloud, and performance tuning
• Relevant certifications preferred

Additional Requirements

• Minimum age: 18 years
• Travel: 10-20%
• Work Environment: Primarily sedentary in a professional office setting

About ICU Medical

ICU Medical is a global leader in clinical innovations, providing IV therapy and critical care products, with a focus on quality, innovation, and value. This role is remote, excluding certain states.