Product Support Engineer

Cadwell; Oregon; Hybrid; USD 96,000 - 128,000; Full time

Job summary

Cadwell Industries, Inc. is seeking a Tier 3 technical specialist to own complex customer issue resolution, performing on-site or remote investigations and coordinating with QARA, R&D, and Production.

You will create training materials and service bulletins for Cadwell hardware and software releases, helping teams learn new releases. Additionally, you will analyze support trends to identify risks, provide actionable feedback to product teams, and use KPIs to boost first-time fix rates and reduce

Qualifications

• Bachelor's degree in Engineering, Business, or a related technical or clinical field; equivalent experience will be considered.
• Approximately 4+ years of experience working with service management teams as a subject matter expert.
• Experience in regulated environments (ISO, FDA, MDR) preferred.
• Familiarity with service management software, CRM systems, and analytics tools preferred.
• Background in medical devices, healthcare technology, or software development; EMG experience preferred.

Responsibilities

• Lead Tier 3 troubleshooting and root-cause analysis for complex customer issues.
• Bridge service operations with QARA, R&D, and Production to resolve escalations and conduct field investigations.
• Build and deliver technical training for Cadwell hardware and software releases, including knowledge base articles and service bulletins.
• Analyze support trends to identify technical risks, implement proactive mitigations, and improve product reliability.
• Provide structured feedback to R&D and product teams to advocate for design, serviceability, and customer experience improvements.
• Leverage team KPIs to enhance first-time fix rates, reduce ownership costs, and optimize team performance.

Skills

Root-cause analysis

Troubleshooting

Cross-functional collaboration

Communication skills

Education

Bachelor's degree in Engineering, Business, or related field

Tools

Azure DevOps

Windows Event Viewer

Claude

Job description

Key Job Duties and Responsibilities:

• Lead Tier 3 technical troubleshooting and root-cause analysis for complex customer issues.
• Bridge service operations with QARA, R&D, and Production to resolve high-priority escalations, reproduce bugs, and conduct on-site or remote field investigations.
• Build and deliver technical training to support teams on new Cadwell hardware and software releases. This includes knowledge base articles, service bulletins, and other technical resources.
• Analyze support trends to identify technical risks, implement proactive mitigations, and improve product reliability
• Provide structured feedback to R&D and product teams to advocate for design, serviceability, and customer experience improvements
• Leverage team KPIs to enhance first-time fix rates, reduce ownership costs, and optimize team performance

Qualifications: Job Knowledge / Requirements:

• Proven ability to take ownership of complex customer issues and lead them through resolution, on-site or remotely, while consistently demonstrating Cadwell's core Page 1 of 2 values (integrity, initiative, accountability, commitment to excellence, service to others)
• Comprehensive expertise in root-cause analysis and troubleshooting, using facts and data to build hypotheses, document complex technical concepts, and advocate for actionable engineering work items
• Working knowledge of at least one neurodiagnostic modality, such as EMG/NCS, EEG, intraoperative neuromonitoring (IONM), or sleep diagnostics, including clinical workflows, patient setup, and how practitioners use these systems in daily practice
• Technical literacy across software/hardware build lifecycles, firmware concepts, and system architecture, with practical experience using tools such as Azure DevOps, Windows Event Viewer, and Claude
• Strong cross-functional collaboration and communication skills, with the ability to travel to Cadwell HQ as well as domestic and international customer sites as required

Education / Experience:

• Bachelor's degree in Engineering, Business, or a related technical or clinical field; equivalent experience will be considered
• Approximately 4+ years of experience working with service management teams as a subject matter expert
• Experience working within regulated environments (ISO, FDA, MDR, etc.) preferred
• Familiarity with service management software, CRM systems, and analytics tools preferred
• Background in medical devices, healthcare technology, or software development is preferred EMG experience preferred

Cadwell Industries, Inc. is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources Department at .

Salary Range$96,000—$128,000 USD