Product Support Engineer

Summary

Join OrganOx, a global medical device company, as a Product Support Engineer in North America. This remote position (Philadelphia, PA or Boston, MA) focuses on on-site service and repair of complex medical devices used in organ transplantation. You will travel to hospitals and research facilities, conduct maintenance, troubleshoot issues, and complete necessary documentation. The role requires strong technical skills, experience with medical devices, and excellent communication abilities. OrganOx offers competitive compensation, comprehensive benefits, and opportunities for professional development.

Requirements

• Three years or more industry experience servicing and repairing Medical Devices or other complex critical devices
• A strong and broad working knowledge of electrical and mechanical engineering systems
• A good track record of demonstrating analytical problem-solving skills
• Enthusiasm, good communication skills and ability to work effectively in a multi-disciplinary team
• Ability to produce Technical Reports to a high standard both in terms of technical content, presentation and written English
• Freedom to travel within North America to carry out servicing, repairs, trouble shooting, and other device maintenance activities as required
• Commitment to travel with a short notice and to stay away from home for several consecutive days at a time. Travel will average 80% of working time; this could potentially increase to 90% of working time during specific peaks of activity (such as deployment of fleet-wide upgrades)
• Willingness to work unsocial hours, including weekends and public holidays, when necessary to support customer needs
• Possession of a Driving License with ability of driving within The United States of America and Canada
• Good written and verbal communication skills in English. (essential)
• Be friendly, approachable, and have excellent interpersonal skills
• Be prepared to accept a high degree of responsibility
• Highly observant of people and procedures
• Have an analytical approach to problem solving
• Be willing to work alone within hospital/laboratory environments
• Bachelor’s degree or equivalent work experience in electrical, electronic, mechanical or biomedical engineering, or other relevant discipline (essential)
• A good understanding of complex electro-mechanical systems and software (essential)
• Excellent knowledge of key office software, including Excel, Word and PowerPoint (essential)
• Good hands-on experience with a broad range of test equipment, including oscilloscopes, spectrum analyzers and data loggers (essential)

Responsibilities

• Organize and provide on-site service and repair of the OrganOx metra device
• Travel to hospitals and research facilities within North America, including The United States of America and Canada
• Carry out on-site routine maintenance procedures and liaise directly with customers regarding organizing routine services and other maintenance needs of OrganOx devices
• Carry out on-site or back-to-base root cause investigations and re-work of OrganOx devices
• Carry out Installation Testing, Post-Rework Soak and Acceptance Testing and completing all documentation in compliance with Good Documentation Practice and the OrganOx Quality Management System
• Ensure work orders and service visits are completed within set time frames
• Assist with major back-to-base repairs or device upgrades in OrganOx USA workshop, when necessary
• Short-term covering for the urgent technical needs of devices placed outside North America when the engineer assigned for that region is not available
• Work with the Snr. Product Support Engineer to maintain a stock of spare parts and consumables necessary for the technical support of the devices within North America
• Manage a local spare part stock in a local facility within North America under the guidance of Product Support Manager
• Manage and maintenance, including recalibration, of various test equipment, battery calibrators, tools and accessories required during providing technical service within North American region
• Complete technical documentation as required under the regulatory frameworks and standards for medical devices
• Completing technical reports to a high standard
• Assist the Product Support Manager in maintaining the technical documentation and device history records
• Ensure that vendor credentialing requirements are current
• Adhere to the letter and spirit of OrganOx’s Code of Conduct and all other company policies

Preferred Qualifications

• Prior experience servicing, repairing, testing, and trouble-shooting medical devices within hospitals environments and research facilities (desirable)
• Experience of working with Safety and Quality Standards applicable to medical devices (desirable)

Benefits

• Competitive compensation
• Comprehensive benefits, including healthcare and retirement plans
• Support work-life balance
• Opportunities for ongoing professional development