Senior Product Support Engineer (Medical Devices)

Bracco Medical Technologies; Eden Prairie (MN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

PTO & holidays

401k & incentive plan

Medical, dental, vision & life

HSA contributions

Tuition reimbursement

Hybrid/work flexibility

Job summary

Bracco Medical Technologies in Eden Prairie, MN is seeking a Product Support Engineer II to provide customer and technical support for ACIST/Bracco products, ensuring compliance with Quality System and Regulatory requirements. You will support product launches and lifecycle management in collaboration with Customer Support, Field Service and global affiliates.

You will lead investigations of product failures, coordinate cross‑functional efforts, and document service activities to improve

Qualifications

• Bachelor's degree in Mechanical, Electrical or Biomedical Engineering or equivalent
• 2-4 years’ experience with electro-mechanical devices
• Analytical and problem-solving skills: troubleshooting, analyzing and formulating solutions
• Ability to assimilate technical concepts quickly and present clearly for technical and non-technical audiences
• Strong interpersonal and written/oral communication, customer focused
• Ability to work independently and in a team
• Self-motivated with urgency and results focus
• Experience interfacing with various individuals/functions and with customers
• Strong organizational and administrative skills; prioritization of multiple tasks
• MS Office Suite proficiency; experience with business apps and databases
• Knowledge of Quality System regulations

Responsibilities

• Align with Service Management, Service Engineering and cross functional teams on new product launch, product support, and life cycle management initiatives.
• Assist service activities related to component obsolescence, compatibility and retrofit/upgrade; implement per plans.
• Support investigations of product failures involving field assessment, trending, root cause and corrective actions.
• Manage escalated product support across the customer installed base; identify, troubleshoot and respond to field issues.
• Support service initiatives per project; coordinate with sales, affiliates, distributors and third-party providers.
• Provide call escalation and technical/engineering support within the Service Department to customers and affiliates.
• Provide technical support via account visits to aid assessments, corrective actions and repair initiatives.
• Document and maintain service reports in the service/complaint databases per quality requirements.
• Escalate complex/urgent problems to Service Management per procedures.
• Review and update service equipment; collaborate to fabricate/repair service kits, tools and diagnostics.
• Liaise with Customer Support and Service Engineering to develop and implement service process improvements.
• Apply engineering and quality principles within scope; create necessary Quality System documentation.

Skills

Analytical thinking

Troubleshooting

Technical communication

Team collaboration

Independence

Urgency & results

Interfacing stakeholders

Organizational skills

MS Office proficiency

Quality systems knowledge

Customer focus

Education

Bachelor of Science in Engineering

Job description

Bracco Medical Technologies in Eden Prairie, MN is seeking a Product Support Engineer II to provide customer and technical support for ACIST/Bracco products, ensuring compliance with Quality System and Regulatory requirements. You will support product launches and lifecycle management in collaboration with Customer Support, Field Service and global affiliates.

You will lead investigations of product failures, coordinate cross‑functional efforts, and document service activities to improve