Product Support Engineer I

Orthoscan Inc.; Scottsdale (AZ); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Great benefit plans

Major medical, dental and vision

401(k) with employer match

Paid holidays

PTO and vacation time

Job summary

Ziehm Orthoscan Inc. in Scottsdale, AZ seeks a motivated Product Support Engineer I to provide technical phone and email support for Orthoscan C-Arm products.

You will troubleshoot issues, assist field engineers and sales with diagnostics, parts identification, and repair estimates, using ServiceMax and the parts portal to manage daily tasks. You will collaborate with the technical support team and engineering under the Technical Support Manager, invest in product education, and maintain

Qualifications

• BMET or Biomedical Engineering degree required.
• 2 years of related technical experience preferred; equivalent education considered.
• Troubleshooting: AC and DC circuits, signal chain, basic networking.
• Use of digital multimeter, basic hand tools, measuring tools, general PC use.
• Familiarity with digital/analog circuitry, imaging systems, and fluoroscopy preferred.

Responsibilities

• Provide customer support and resolve mini C-Arm technical issues over the phone relating to software, hardware, parts, etc.
• Invest in education on the product and keep knowledge up to date.
• Provide initial troubleshooting and notating work orders in ServiceMax.
• Assist in providing data to identify failure trends before they appear in statistics.
• Maintain documentation to meet regulatory requirements and SOPs.
• Close the complaint after resolution.
• Monitor progress against defined goals for the department.
• Maintain documentation for training results/status to meet regulatory/audit needs.
• Handle stress and adapt to changing priorities.
• Perform other tasks and projects as assigned.

Skills

Communication

Attention to detail

Project management

Multitasking

Education

Biomedical engineering degree

Tools

ServiceMax

Digital multimeter

Job description

Ziehm Orthoscan Inc. is currently seeking a motivated, career-oriented professional with a positive can-do attitude to join our team as a full-time Product Support Engineer I in Scottsdale AZ.

Why Work for Ziehm Imaging - Orthoscan Inc.?

There's something special about Ziehm-Orthoscan. There's a sense of pride that comes from building a product that helps improve people's lives and making the most of ourselves as a company and as individuals. We know the success of Ziehm-Orthoscan depends on every employee in our organization; it is our people who make the difference.

What do we offer?

• The challenge of meaningful work - we offer constant opportunities to grow and develop world-class skills and a truly rewarding career.
• A unique culture where people convert their passion into action.
• The kind of competitive compensation you would expect from a world leader.
• Ten paid holidays plus a generous PTO and vacation time plan.
• Great benefit plans, major medical, dental and vision.
• Company 401(k) plan with an employer match.
• Competitive pay

What do we expect from you?

• You have a passion for serving others.
• Creative and fresh thinking in your work.
• A spirit of collaboration - you thrive when you work with a diverse range of people with different views, perspectives and priorities.
• The ability and experience to perform the job duties successfully.

Job Summary:

Product Support Engineer I provides technical phone and email support for Orthoscan C-Arm products. This role is responsible for troubleshooting and resolving issues reported by healthcare users, as well as assisting field engineers and sales representatives with technical diagnostics, parts identification, and repair estimates. The PSE uses tools such as ServiceMax (ticketing system), shared file drives, and the Orthoscan parts portal to manage daily tasks. The PSE also collaborates with the technical support team and engineering to develop field solutions, under the direction of the Technical Support Manager.

Essential Functions:

• Provide customer support and resolve mini C-Arm technical issues over the phone relating to software, hardware, parts, etc.
• The PSE must continuously invest in education on the product
• Provide initial troubleshooting and notating work orders with Confirmation and Evaluation notes in the ticketing system. (ServiceMax).
• Assist in providing data that may identify failure trends before such trends begin to show in statistical data for premature or excessive failures.
• Responsible for following the company quality processes, SOP, and maintenance of appropriate documentation essential to meet regulatory requirements.
• Recommend closing the complaint after resolution.
• Monitor progress against defined goals to ensure the department's goals.
• Responsible for the maintenance of appropriate documentation for training results/status to meet regulatory and audit requirements.
• Must handle stress positively and effectively in the way most appropriate for the benefit of the department and company. Positively respond to change and prioritize assigned tasks.
• Other tasks and projects as assigned.

Basic Qualifications:

• A BMET or bachelor’s degree in biomedical engineering or other closely related field acquired from an accredited University is required
• 2 years of related technical or relevant experience preferred; equivalent education or training considered.
• Troubleshooting: AC and DC circuits, signal chain, basic networking.
• Use of digital multimeter, basic hand tools, measuring tools, general PC use
• Familiarity with digital/analog circuitry, imaging systems, and fluoroscopy preferred.

Competencies:

• Excellent communication skills and attention to detail.
• Ability to prioritize and lead multiple tasks/assignments simultaneously.
• Excellent project management skills.

Working Conditions

• Shift schedule: Monday through Friday and must be able to work overtime as required.
• Work is performed onsite in an office environment and in a typical manufacturing plant environment.
• May require occasional travel to perform work on-site at the customer’s facility.
• Continuously invest in education on the product.
• May require PPE and periodic exposure to low-dose radiation.

We support a drug free work environment.

Ziehm Orthoscan is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status and disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements.