Product Support Technician

NIOX; Morrisville (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

NIOX is a medical device company focused on point of care asthma diagnosis and management. Our market-leading NIOX® products are used by physicians worldwide to improve asthma diagnosis and management and by leading research organisations conducting clinical studies.

The Product Support Technician role is based in Morrisville, NC, reporting to the Global Technical Operations Centre in Sweden, with responsibilities spanning technical support and center duties.

Qualifications

• Act as SME on NIOX products.
• Log cases and communications for all incoming support requests.
• Handle all incoming support requests.
• Decide on product warranty actions (replacements/returns).
• Root-cause analysis of returned products.
• Perform product changes and document them.
• Perform sensor testing and document results.
• Data reporting for product instrumentation.
• Manage US equipment calibration.
• Coordinate and deliver training on processes and product functionality.
• Test competitor devices.
• Maintain knowledge base.

Responsibilities

• Act as SME on NIOX products.
• Log cases, communications for all incoming support requests.
• Handle all incoming support requests.
• Decide on product warranty actions (replacements/returns).
• Root-cause analysis of returned products.
• Perform product changes and documentation.
• Perform sensor testing and documentation.
• Data reporting for product instrumentation.
• Manage US equipment calibration.
• Coordinate and deliver training on processes and product functionality.
• Test competitor devices.
• Maintain knowledge base.

Skills

Product SME

Case logging

Warranty actions

Root-cause analysis

Product changes

Sensor testing

Data reporting

US calibration management

Technical training

Competitor testing

Knowledge base maintenance

MS Office/Office 365

English communication

Tools

Quality Systems

Job description

NIOX is a medical device company focused on point of care asthma diagnosis and management. Our market-leading NIOX® products are used in clinicalsettings by physicians around the world to improve asthma diagnosis and management and by leading research organisations conducting clinical studies on behalf of pharmaceutical companies. At present, NIOX provides products and services in around 50 countries. For more information, please visit www.NIOX.com.

In order to support these activities, we are currently seeking a Product Support Technician.

Key Responsibilities of Role:

The Product Support Technician role is part of the Global Technical Operations team and have two main areas of responsibility: Technical Support and Technical Center duties. This role is based in our Morrisville office in the US but reports into the Global Technical Operations Centre, which is based in our Uppsala office, in Sweden

Global Technical Support is responsible for providing customers, partners and internal departments with 1st class technical support to help us remain the gold standard within the market and to enable maximum future growth.

Global Technical Center is responsible for performing product changes, product verifications, sensor testing, product evaluations and maintaining the lab/product change facilities to help us remain the gold standard within the market.

The Product Support Technician shall as a Technical Lead help NIOX maintain the highest level of quality regarding the following main tasks:

• 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 (functionality & troubleshooting)
• Perform testing of competitor devices

• Maintain an up-to-date product Knowledge Base

Specific / Other responsibilities will include:

• 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

Qualifications and/or experience required to perform the role:

• 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
• Direct and honest in all communication and feedback
• Highly self-motivated and proactive
• Strong analytical and troubleshooting skills
• Able to multi-task under pressure
• Ability to efficiently transition between different areas of responsibility
• Able to perform well in a consultative and collaborative environment
• Excellent ability to build strong relationships to facilitate work effort
• Team oriented, open to new ideas; shares own knowledge
• Collaborates well with others and is willing to seek help when needed
• Process and detail oriented - “By the Book/By the Numbers”

Office Location

This position is based in Morrisville, NC, situated near the Research Triangle Park (RTP) and close to the RDU Airport. Our Morrisville office is a fully functioning division of the NIOX Group, PLC which is easily accessible from the surrounding areas. Our office also provides access to the great amenities that the Raleigh/Durham/Chapel Hill area has to offer and is a part of what has made it a Top 10 location to work in the US.

Culture

NIOX is proud to be an inclusive employer that supports all colleagues to realise and achieve their full potential. We are a diverse organization that champions a healthy work life balance.

As a truly global organization, international collaboration between colleagues in different countries is encouraged and supported.

We live and breathe our PRIDE values and ensure that we are all working towards a common goal and this primarily is to improve the quality of life of millions of people suffering from asthma.

We value the contribution that each of our colleagues provide and recognize the difference they make to the lives of asthma sufferers every day by supporting us in working towards our goal.

Important notice to Employment businesses/ Agencies

NIOX does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact NIOX’s human resources department to obtain prior written authorisation before referring any candidates to NIOX. The obtaining of prior written authorisation is a condition precedent to any agreement (verbal or written) between the employment business/ agency and NIOX. In the absence of such written authorisation being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of NIOX. NIOX shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.