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System Support Engineer
Ref No.: 17-00190
Location: Pleasanton, California
Position Type:Contract
Start Date: 05/22/2017
A Systems Support Engineer provides service on client's instruments and systems used for Research, Development, and Clinical Operations. The Systems Support Engineer is responsible for installation/deinstallation, qualification, preventative maintenance and repair of complex medical device instruments and software. The Systems Support Engineer troubleshoots instrument hardware-software problems by using service software, reviewing system-generated problem reports/error codes, and performing root cause analyses.  Being a team player is essential since this position interfaces daily with coworkers as well as various interdisciplinary functional areas within the organization.  The Systems Support Engineer must be committed to customer satisfaction, with the ability to demonstrate outstanding interpersonal and communication skills.  This position is based in-house.

  • Working under general supervision, the Systems Support Engineer will perform the following activities according to approved procedures:
  • Preventative maintenance (PM's)
  • Installation/operational qualifications (IOQ's) Troubleshooting and repairs Install/deinstall/move instruments and computer work stations Install software
  • All activities performed are documented accurately and in a timely manner in the electronic instrument database according to approved procedures
  • Assist with the instrument spare part inventory, e.g., receiving inventory, stocking shelves, tracking inventory levels in instrument database tool, shipping spare parts to engineers at external sites
  • Assist with the return or disposal instrument spare parts or computer equipment following internal procedures
  • Assist with the tracking/management of internal instrument qualification status using signage and a spreadsheet
  • Provide timely and professional customer support at all times
  • Learn to solve a variety of problems of diverse scope and complexity
  • Learn to analyze alternative approaches to creatively solve problems and/or develop new perspectives on existing solutions
  • Establish internal/cross-functional/customer relationships
  • Associates degree in electrical or electronic engineering or equivalent training with job related experience
  • 2-6 years relevant work experience with basic knowledge of instrument support
  • Demonstrated proficiency to learn new skills/software/tools rapidly
  • Must have strong attention to detail
  • Must be able to consistently follow instructions/procedures with a cooperative, can do attitude
  • Must be organized, in order to accommodate changing volume of work Strong work ethic
  • Strong communication skills
  • Ability to be flexible with changing work priorities
  • 3 + years in medical device industry, preferrably "hands on" experience with medical instrument maintenance/repair
  • Experience with fluidics
  • Working knowledge of hand tools and electronic test equipment
  • Basic understanding of molecular diagnostics products
  • Knowledge of Quality System Requirements (QSR), In Vitro Diagnostics Directive requirements (IVDD), and customer service concepts
  • Excellent inter-personal and customer relation skills