Senior Product Support Engineer - Field Launch & Support

Socket.dev; Plymouth (MN); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k), PTO and more

Job summary

HistoSonics in remote Plymouth, MN area is seeking a Senior Product Support Engineer to help ensure successful product launches and ongoing customer support at clinical sites. You will troubleshoot complex issues remotely or on-site and support first commercial and clinical cases.

You will work cross-functionally with Operations, R&D, Education, Sales and Clinical Affairs, lead engineering field activities, develop troubleshooting guides, and help train future engineers while coordinating with

Qualifications

• Bachelor’s degree in Engineering or Life Sciences strongly preferred.
• 5+ years of relevant experience; ideally in a hospital or a med device company.
• Strong communicator with professionalism and adaptability; able to engage multiple participants while keeping demos organized and on track
• Experience in complex systems design, engineering, and product support preferred
• Experience supporting product and procedures in the field both in a commercial environment and a clinical environment preferred
• Excellent communication skills and quality management systems experiences
• Willing to travel up to 75% domestically, including approximately two weekends per month

Responsibilities

• Troubleshoot complex technical issues and perform diagnostics remotely or on-site
• Provide field support during first commercial and clinical cases to understand how to troubleshoot the device. Use this knowledge to develop troubleshooting guides to provide further support to the customer
• Work with cross-functional teams (Operations, R&D, Education, Sales, and Clinical Affairs) to support commercial, clinical, and pre-clinical equipment and procedures in the field
• Lead the engineering team in commercial and customer-facing activities. This may include evaluating product in the field and developing a plan to resolve any issues experienced by the customer. This will require working with the SMEs in R&D
• Work with key stakeholders (cross-functional leadership) to determine appropriate priority of work related to commercialized product and product support
• Ensure that design documentation is in accordance with HistoSonics’ design control system (or external partner’s systems) and that all project deliverables are met
• Assist in developing plans with the commercial teams to engage customers with Histosonics’ technology
• Work with cross-functional team to support conferences, tradeshows, meetings, and demos
• Provide field support during first commercial and clinical cases to understand how to troubleshoot the device. Use this knowledge to develop troubleshooting guides to provide further support to the customer
• Work with the development team to develop field training related materials that can be used to train future product support engineers who will provide support for the product

Skills

Field support

Cross-functional collaboration

Communication skills

Quality management systems

Travel readiness

Education

Bachelor's degree in Engineering or Life Sciences

Job description

HistoSonics in remote Plymouth, MN area is seeking a Senior Product Support Engineer to help ensure successful product launches and ongoing customer support at clinical sites. You will troubleshoot complex issues remotely or on-site and support first commercial and clinical cases.

You will work cross-functionally with Operations, R&D, Education, Sales and Clinical Affairs, lead engineering field activities, develop troubleshooting guides, and help train future engineers while coordinating with