About The Position:
Serve as the highest level of technical escalation for Tier 1 and Tier 2 support engineers.
Provide remote and on-site support to global customers and partners as needed, including participation in On-Call Duty rotation to provide after-hours support.
Serve as primary service engineer for local customers.
Diagnose and resolve complex hardware, software, and system integration issues on our MR-guided focused ultrasound systems.
Perform hands-on troubleshooting, diagnostics, and repair of MRI-guided focused ultrasound systems in the field and lab environments.
Collaborate with R&D, QA, and Product teams to drive root cause analysis and implement short- and long-term solutions.
Participate in design reviews and provide field feedback to improve product reliability and serviceability.
Analyze case trends using Salesforce and build dashboards or reports using Excel and BI tools.
Develop and maintain troubleshooting guides, PM protocols, FRU instructions, and technical documentation.
Deliver technical training to global service teams and partners.
Support system validation, software upgrades, and new product introduction (NPI) activities.
Ensure adherence to our Quality Policy, ISO 13485, MDSAP, FDA, privacy and safety standards.
Requirements: Requirements:
Bachelors degree in biomedical, Electrical, Mechanical Engineering, or a related field.
7+ years of experience in a Tier 3 or equivalent technical support role, preferably in the medical device or imaging industry.
Strong understanding of Medical Imaging Systems and their integration with external hardware and software.
Proven hands-on experience troubleshooting complex electromechanical systems.
Skilled in interpreting system logs, error codes, and performance data to identify root causes.
Process-oriented mindset with a focus on quality, consistency, and continuous improvement.
Experienced with CRM systems.
Excellent verbal and written communication skills in English.
Strong technical writing skills for documentation and knowledge base creation.
Demonstrated ability to train and mentor junior engineers and field service teams.
Fast, self-directed learner with ability to grasp new technologies and workflows.
Team player with proactive, customer-focused attitude and strong interpersonal skills.
Ability to work independently and collaboratively in a global environment.
Willingness to travel internationally on short notice (up to 20%).
Advantages:
Hands-on experience with MRI systems from major manufacturers (e.g., GE, Siemens, Philips).
Experience working in hospital or clinical environments.
Skilled in BI systems and Excel VBA for data analysis and reporting.
Lean/Six Sigma certification or experience in continuous improvement projects.
This position is open to all candidates.