Product Support Engineer I

Ziehm Orthoscan Inc. is currently seeking a motivated, career-oriented professional with a positive can-do attitude to join our team as a full-time Product Support Engineer - Technical Support.

Why Work for Ziehm Imaging - Orthoscan Inc.?

There's something special about Ziehm-Orthoscan. There's a sense of pride that comes from building a product that helps improve people's lives and making the most of ourselves as a company and as individuals. We know the success of Ziehm-Orthoscan depends on every employee in our organization; it is our people who make the difference.

What do we offer?

• The challenge of meaningful work - we offer constant opportunities to grow and develop world-class skills and a truly rewarding career.
• A unique culture where people convert their passion into action.
• The kind of competitive compensation you would expect from a world leader.
• Ten paid holidays plus a generous PTO and vacation time plan.
• Great benefit plans, major medical, dental and vision.
• Company 401(k) plan with an employer match.
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  Competitive pay

  
  

What do we expect from you?

• You have a passion for serving others.
• Creative and fresh thinking in your work.
• A spirit of collaboration - you thrive when you work with a diverse range of people with different views, perspectives and priorities.
• The ability and experience to perform the job duties successfully.

Job Summary:

Product Support Engineer I provides technical phone and email support for Orthoscan C-Arm products. This role is responsible for troubleshooting and resolving issues reported by healthcare users, as well as assisting field engineers and sales representatives with technical diagnostics, parts identification, and repair estimates. The PSE uses tools such as ServiceMax (ticketing system), shared file drives, and the Orthoscan parts portal to manage daily tasks. The PSE also collaborates with the technical support team and engineering to develop field solutions, under the direction of the Technical Support Manager.

Minimum Requirements:

• Provide customer support and resolve mini C-Arm technical issues over the phone relating to software, hardware, parts, etc.
• The PSE must continuously invest in education on the product
• Provide initial troubleshooting and notating work orders with Confirmation and Evaluation notes in the ticketing system. (ServiceMax).
• Assist in providing data that may identify failure trends before such trends begin to show in statistical data for premature or excessive failures.
• Responsible for following the company quality processes, SOP, and maintenance of appropriate documentation essential to meet regulatory requirements.
• Recommend closing the complaint after resolution.
• Monitor progress against defined goals to ensure the department's goals.
• Responsible for the maintenance of appropriate documentation for training results/status to meet regulatory and audit requirements.
• Must handle stress positively and effectively in the way most appropriate for the benefit of the department and company. Positively respond to change and prioritize assigned tasks.
• 1Other tasks and projects as assigned.

Minimum Qualifications:

• A BMET or bachelor's degree in biomedical engineering or other closely related field acquired from an accredited University is required
• Excellent communication skills and attention to detail.
• Ability to prioritize and lead multiple tasks/assignments simultaneously.
• Excellent project management skills.

Preferred Qualifications:

• 2 years of related technical or relevant experience preferred; equivalent education or training considered.
• Familiarity with digital/analog circuitry, imaging systems, and fluoroscopy preferred.

We support a drug free work environment.

Ziehm Orthoscan is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status and disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements.