Medical Device Support Engineer

Region Amsterdam
Job category Engineering, Information Technology
Language requirements English (C1)
For graduates no
Salary by agreement

Contact our recruiter!

  • Jana-Marie Rapp

Our client is a well-known medical devices company operating in the design, manufacture, worldwide sales and marketing of innovative noninvasive monitoring solutions. The key to their success is a modern competitive product and motivated workforce that offer innovative solutions to enhance patient outcomes and minimize the cost of care. At the moment they are looking for a Medical Device Support Engineer (m/f/d) who would be responsible among other things for providing technical support and services, managing customer relationship and service quality, transitioning and on-boarding new customers and solutions and leading technical investigations.

Description and responsibilities

  • Providing field and remote support for our client's products, solutions and technology including OEM (Original Equipment Manufacturer) devices
  • Receiving and responding to telephone calls and emails from end users
  • Promptly reporting customer complaints per the requirements defined in our client's Quality System
  • Supporting / troubleshooting system problems; including configuring and coordinating with our client, vendors or hospital staff (nursing, doctors maintenance, IT and biomedical) on the support of all component items including such items as cables, routers, access points, bridges, and switches
  • Initiating repair / replacement of failed and / or defective products
  • Performing repairs on customer returned products
  • Performing periodic Functional Verification, upgrades and unscheduled service calls as needed
  • Providing technical support to our client's Sales Representatives during pre-sales activities
  • Assisting customers in proper use of our client's products, solutions and technology
  • Identifying potential Customer training issues and proposing solutions
  • Following-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved
  • Conveying information from the field regarding product suggestions, improvements and enhancements to Product Marketing
  • Implementing service sales strategies
  • Monitoring technical support process and procedures and initiating changes to optimize the process
  • Managing and triaging escalations for key customers to ensure proper and timely resolution
  • Advocating for customers by identifying improvement opportunities in services and products quality and performance

Your profile

  • Several years of work experience in a similar position in the medical and hospital industry
  • Excellent communication skills (verbal and written) and fluency in English
  • Field experience in implementing / troubleshooting medical equipment into the hospital environment
  • Bachelor’s Degree in engineering or biomedical area or similar qualification
  • Ability to communicate with all areas of the healthcare industry
  • Knowledge of the hospital environment and key personnel within medical care areas
  • Intermediate skills in TCP/IP protocol in an Enterprise environment. CCNA or equivalent a plus
  • Intermediate skills in routing and switching technology and concepts and network systems troubleshooting skills
  • Intermediate skills in Microsoft Windows, VMware, and Linux operating systems
  • Self-starter and "hands-on" individual who enjoys a challenge and is dedicated to getting the job done with minimal support and direction
  • Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done
  • Flexibility in reacting to new situations and adaptability for working in a new environment and flexibility to frequent travel with little notice required
  • Ability to travel both domestically and internationally (1-2 a month)
  • Ability to work on a rotating after-hours on-call schedule
  • Ability to work effectively with cross-functional teams
  • Being able to work with and be knowledgeable of biohazard products and procedures

Benefits

  • Working in a great, innovative and international company that acts all around the globe
  • Indefinite contract
  • 8% holiday allowance
  • 25 holidays
  • Competitive salary plus company bonus
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