Product Support Engineer

Cadwell; United States; À distance; USD 96 000 - 128 000; Plein temps

Résumé du poste

Cadwell is seeking a Product Support Engineer to act as the technical SME, reducing escalations and improving product performance. You will collaborate with Engineering, Production, and R&D, advocating for reliability across the product lifecycle and delivering proactive technical training.

The role emphasizes data-driven analysis, root-cause investigations, and travel to Cadwell HQ and customer sites as required, with a focus on high-quality, regulation-compliant support.

Qualifications

• Bachelor's degree in Engineering, Business, or related field; equivalent experience will be considered.
• Proven ability to own complex issues and drive resolution, on-site or remotely.
• Experience in regulated environments (ISO, FDA, MDR) preferred.
• Familiarity with service management software and analytics tools.

Responsabilités

• 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 investigations.
• Develop technical training and knowledge resources for the support team.
• Analyze support trends to identify risks and improve product reliability.
• Provide feedback to R&D and product teams to improve design and customer experience.
• Leverage KPIs to improve first-time fix rates and reduce ownership costs.

Connaissances

Root-cause analysis

Troubleshooting

Cross-functional collaboration

Field investigations

Data-driven decision-making

Technical documentation

Formation

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

Equivalent experience

Outils

Azure DevOps

Windows Event Viewer

CRM systems

Analytics tools

Description du poste

The Product Support Engineer serves as the technical subject matter expert focused on reducing support escalations, improving product performance, and ensuring high-quality, regulatory-compliant customer support. This role drives high-level customer resolutions, bridges the service organization with Engineering, Production, and R&D teams, and advocates for product reliability throughout the product lifecycle. This is a data-driven support role where success is measured by reduced support escalations, increased hardware reliability, optimized serviceability, and lower cost of ownership for customers.

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 [e-mail].

Salary Range

$96,000 - $128,000 USD

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Cadwell’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.