Job Summary

The Engineer, Process-Customer Care is responsible for performing failure analysis activities which are typically escalated from Technical Services.  This position is handles isolating reported issues to the process level. The incumbent will work closely with a number of departments (e.g. Compliance, Regulatory, Engineering, Operations and QA) at various levels in order to understand the root cause.   The incumbent is also typically the point person for Service on new product introduction teams, ensuring serviceability is designed into new product releases.

Duties & Responsibilities

Assist in setting up World Class Service capabilities for the Company’s products; Design repair equipment used to service the Company’s products; Maintain all global repair centers, ensuring that all required capital equipment is maintained and available; Manage the design/purchase/installation of the Company’s capital equipment used in the repair centers; Develop and execute Process Validation Protocols, generating SMPs and In-Process Acceptance Procedures; Establishing Statistical Process Controls for Repair Operations; Devise and implement Cost Reduction/Process Improvement Programs;

Minimum & Preferred Qualifications and Experience

Minimum Qualifications

Experience in the start-up and scale-up of new product introductions; Experience with electromechanical/optical products; Experience in application of statistical process controls in a manufacturing or repair environment; Experience in process automation, verification and validation; Excellent technical writing abilities; Excellent conceptual, analytical, and problem-solving abilities; Excellent computer skills - CAD, word processing, and spreadsheets; Ability to be part of a team and adept in building and leading teams; Knowledge and experience in FDA QSR requirements, and preferably ISO 9000 requirements; Good communication skills, both verbal and written, and the ability to effectively interface with Engineering, QA and Operations;

Preferred Qualifications

Experience in design engineering; Experience in DFx concepts;

Education

Bachelor’s degree in Engineering is required.  BS in Electrical Engineering is preferred.  Some vocational training/experience is also preferred.

Compensation: The anticipated range for this position is $70,000 - $104,000.  Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, and experience.

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking.  Daily use of a computer and other computing and digital devices is required.  May stand for extended periods when facilitating meetings or walking in the facilities.  Some local travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver’s license is required. 

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods.  Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.