Product Support Engineer

About the team

Noah Medical is recruiting for a Product Support Engineer to facilitate operational and service engineering support of Noah medical products and digital platforms. The Product Support Engineer serves as a primary liaison between Noah’s internal technical groups (Engineering, Quality, Manufacturing) and the various internal and external departments supporting Service (Field and Customer Service, Clinical Sales, and Marketing).

A day in the life of a Product Support Engineer

• Provide real-time troubleshooting support for escalations from internal customers (Field Service, Sales & Marketing)
• Serve as a primary technical liaison between Noah Medical and commercial partners, distributors, and key customer accounts, building strong relationships and driving customer satisfaction and retention
• Apply strong problem solving skills to complex product and process challenges; lead and collaborate cross-functionally including with commercial teams and distribution partners to drive resolutions that minimize customer impact
• Drive complex failure investigations, data collection and analysis, and collaborate closely with the engineering team to identify product design, service, and quality improvement opportunities.
• Develop & maintain service procedures, service bulletins, risk assessment documents, training materials, knowledge base articles.
• Develop validation protocols and reports for internal service processes
• Develop, manage, and drive continuous improvement in field tooling (hardware, software, and infrastructure tools)
• Provide technical support for Quality and Post-Market activities including CAPAs, field actions, and complaint investigations, ensuring commercial impact is assessed and communicated
• Ensure customer feedback is documented, analyzed, and used to drive improvements in service delivery.

About you

• Bachelor’s degree in Engineering (Electrical, Electronics, Mechanical, or Fluidics), and/or at least 3 years of relevant experience.
• Relevant clinical or bronchoscopy engineering experience including, but not limited to, understanding of basic pulmonary anatomy and physiology
• Relevant Experience with system/electrical troubleshooting, detail-oriented and willing to find the root causes of issues with good engineering practice
• Excellent oral (including group presentations) and written communication skills, as well as solid organizational and time management abilities
• Self-motivated and proactive, with a passion for quality and continuous improvement
• Live in the assigned geography
• Willing to travel and be hands-on in the field to service the product whenever necessary.
• Must be fiscally responsible, able to make own travel arrangements, and turn in expense reports on a weekly basis.
• Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.
• Must have a valid driver’s license.