Technical Product Specialist

WHO ARE WE?

Endotronix is a medical device company that aims to transform the treatment of heart failure, a chronic, progressive condition in which the heart is unable to pump enough blood to support the body. Our Cordella Heart Failure System (CHFS) includes proactive management tools for best practice care and detection of worsening heart failure. These easy-to-use tools improve patient quality of life and help to reduce hospital admissions thereby reducing health care costs. With our recent PMA approval from the FDA, we are preparing to grow our team it s a great time to join Endotronix!

WHAT YOU LL DO

The Technical Product Engineer will take the lead in troubleshooting advanced technical support issues in the field that are escalated by the customer support team. This will include the intake, investigation, documentation, and resolution of complaints and other field issues. Troubleshooting will include investigating failures, identifying root causes, and providing resolutions for the end user. The engineer will work closely with R&D and use data analysis tools (MATLAB, Python, Minitab etc.) to analyze field, vendor, and internal test data as an aid in the troubleshooting process. Acting as a technical lead, they will provide feedback to R&D and manufacturing which can be used to initiate corrective action and/or reliability improvements.

• Lead root cause investigations on field failures
• Conduct in-depth analysis on patient and device data
• Lead support efforts related to reader troubleshooting and reader exchanges
• Document complaints and complaint investigations as needed
• Act as tier 2 support for CHFS and software related issues
• Provide Reader use and troubleshooting training for the Customer Support team
• Respond to inbound calls/escalations to maintain our best-in-class goal
• Investigate returned materials as needed (RMAs, Out of Box Failures)
• Provide resolutions/assistance to customers in a timely manner
• Continuously track and trend data to present to management and cross functionally to repeat or identify new failures
• Use data analysis tools to synthesize large datasets into presentable information
• Conduct field visits for troubleshooting/field service purposes as needed
• Maintain documentation of investigations and field activities
• Cross functional collaboration with R&D, Software, Clinical, Quality, and Sales/Marketing teams
• Develop troubleshooting guides
• Travel required up to 30%
• Other jobs as needed to support Operations or assist R&D

WHAT YOU BRING TO THE TABLE

• 1-2 years relevant experience (including internships).
• Ability to perform troubleshooting of analog and digital circuits to diagnose issues down to the component level using typical lab equipment such as oscilloscopes, signal generators, spectrum analyzers
• Experience with either MATLAB, Minitab, or Python Experience in Altium
• Experience in hardware or software systems

EDUCATION

• Bachelor's degree in Electrical, Computer Science, Biomedical, Mechanical, or Reliability Engineering
  

WHO YOU ARE

• Knowledge & Application - Develops professional expertise, applies company policies and procedures to resolve a variety of issues. Determines a course of action based on guidelines and modifies processes and methods as required.
• Complexity & Problem Solving - Works on problems of moderate scope which are often varied and routine where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Applies learned techniques and contributes to analysis and investigation to solve problems. Normally receives little instruction on day-to-day work, general instructions on new assignments.
• Collaboration & Interaction - Builds productive internal/external working relationships to resolve mutual problems by collaborating on procedures or transactions. Focuses on providing standard professional advice and creating initial reports/analyzes for review by experienced team professionals.
• Business Acumen Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
• Dealing with Ambiguity Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Managing Through Systems - Can design practices, processes, and procedures which allow managing from a distance; is comfortable letting things manage themselves without intervening; can make things work through others without being there; can impact people and results remotely.
• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Innovation and Continuous Improvement - Commitment to continuous learning and implementation of better methods, tools and practices to increase customer employee and stockholder satisfaction. A clear understanding of gaps in the organization learned through facts or data gathered & analyzed followed by a clear action plan to reduce the gaps through learning and training. By constantly striving to innovate and improve processes by reducing waste or Noise in the system, we believe we will have the ability to stay ahead of our competition in the marketplace.
• Operate within Ethical, Moral, & Regulatory Standards -Continuously demonstrates in actions and speech the highest level of commitment to honesty, transparency, and ethical behavior and compliance with all applicable laws and regulations

WHAT WE RE LIKE

• Willing to have the direct and honest conversation . Not afraid to confront the facts (or be confronted) and develop a plan to move forward.
• Competitive spirit and drive to win. Strong sense of initiative, internal motivation and an unrelenting focus on results.
• Openness to feedback and coaching with a strong orientation towards continual learning and improvement. Ability to solicit, accept and provide direct feedback without defensiveness.