Product Support Technician - Medical Devices & Diagnostics

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 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.