Technical Support Engineer

Title: Technical Support Engineer
Location: The Digital Hub, Rainsford St, Dublin 8.
Benefits: Competitive salary, Health insurance and Hybrid working

Role:
The company is seeking to establish a dedicated technical support role. The successful candidate will be trained as a subject matter expert in the product range, after which they shall be responsible for providing technical support assistance to its respective global commercial teams. The role also includes liaising with commercial colleagues on all aspects of technical training and troubleshooting - to ensure the expectations of customers and other relevant stakeholders are met.

Company:
My client are a Medical Device company who started up in 2010 and have developed and patented a bimodal neuromodulation technology that it is evaluating for neurological disorders. The lead application of this technology is through a device which has been shown to soothe and relieve tinnitus, a condition affecting 10% of the adult population and commonly known as 'ringing in the ears'.

Having launched in the States in April and received FDA approval this year also it is an exciting time to be part of this team.


Responsibilities:

• Provide support to key stakeholders for all technical aspects of product ranges - ensuring excellent customer satisfaction levels are maintained.
• Work closely with the Product Development Team to develop, maintain and improve all technical support related information.
• Liaise with the Quality Team to develop, implement and execute standardized processes for the technical support function.
• Train commercial employees on the latest troubleshooting guidelines - to ensure customer queries are adequately addressed and necessary competency levels are achieved.
• Ensure awareness and compliance with applicable standard operating procedures - to meet, comply and champion all quality and regulatory commitments.
• Build and maintain good relationships when collaborating with other cross functional team members.
• Perform remote technical support activities, such as troubleshooting and problem diagnosis - to effectively identify root causes.
• Document and maintain every reported technical complaint and process accordingly within the company’s content management system.
• Track and trend all related key performance indicators to ensure any newly identified issues are addressed appropriately.
• Create and drive continuous data and process improvements within the technical support function.
• Implement elements of OperationalExcellence as deemed valuable for the business and look for continuous improvement opportunities.
• Support business development initiatives and ensure assigned projects and tasks meet required deadlines.

• Degree in biomedical, electronic, electrical, software, or a similar relevant field with technical experience.
• At least 1+ years' experience in technical role, preferably within the medical device industry or other regulated environment / related engineering field.
• Previous experience in working with electro-mechanical products that include a software/firmware component.
• Good communication skills, customer oriented, independent and self-motivated.