Tier-3 Product Support Engineer: Troubleshooting & Field Lead

Cadwell

Oregon

Hybrid

USD 96,000 - 128,000

Full time

14 days+

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Job summary

Cadwell Industries, Inc. is seeking a Tier 3 technical specialist to own complex customer issue resolution, performing on-site or remote investigations and coordinating with QARA, R&D, and Production.

You will create training materials and service bulletins for Cadwell hardware and software releases, helping teams learn new releases. Additionally, you will analyze support trends to identify risks, provide actionable feedback to product teams, and use KPIs to boost first-time fix rates and reduce

Qualifications

Bachelor's degree in Engineering, Business, or a related technical or clinical field; equivalent experience will be considered.
Approximately 4+ years of experience working with service management teams as a subject matter expert.
Experience in regulated environments (ISO, FDA, MDR) preferred.
Familiarity with service management software, CRM systems, and analytics tools preferred.
Background in medical devices, healthcare technology, or software development; EMG experience preferred.

Responsibilities

Lead Tier 3 troubleshooting and root-cause analysis for complex customer issues.
Bridge service operations with QARA, R&D, and Production to resolve escalations and conduct field investigations.
Build and deliver technical training for Cadwell hardware and software releases, including knowledge base articles and service bulletins.
Analyze support trends to identify technical risks, implement proactive mitigations, and improve product reliability.
Provide structured feedback to R&D and product teams to advocate for design, serviceability, and customer experience improvements.
Leverage team KPIs to enhance first-time fix rates, reduce ownership costs, and optimize team performance.