Job Description
Key Responsibilities:
Product Improvement & Innovation
- Identify product issues and improvement areas based on field data and feedback.
- Collaborate with R&D and design teams for feasibility analysis and implementation.
- Drive value engineering, cost optimization, and introduction of new features or variants.
Customer Support & Ticket Handling
- Act as a point of escalation for Level 2/3 technical issues.
- Resolve customer support tickets with root-cause analysis and solutions.
- Maintain documentation of recurring issues and suggest long-term fixes.
Product Testing & Validation
- Define and execute test plans for software and hardware updates.
- Validate scanner functionality and performance before releases or shipments.
- Ensure compliance with regulatory and safety standards during testing.
Product Demo & Customer Onboarding
- Conduct product demonstrations and training for clients and stakeholders.
- Support sales team with technical pitches and pilot installations.
- Update demo content and documentation per product updates.
Product Assembly Support
- Guide and audit assembly processes to ensure quality and performance standards.
- Collaborate with manufacturing and QA teams to troubleshoot production issues.
- Support process improvements for faster, error-free assembly.
Customer & Sales Team Relationship Management
- Maintain communication with key customers and sales personnel.
- Provide technical expertise during pre-sales and post-sales activities.
- Gather feedback from field visits and sales reports for product positioning.
Market Feedback & Competitive Analysis
- Collect structured market feedback via customer visits, surveys, and distributors.
- Benchmark features, performance, and pricing against competitor products.
- Provide actionable insights to marketing and product development teams.
Continuous Learning & Training
- Stay updated on digital pathology, imaging technologies, and medical device standards.
- Attend workshops, conferences, and internal knowledge-sharing sessions.
- Mentor junior engineers and support cross-functional training initiatives.
Customer Communication & Escalation Handling
- Communicate product updates, known issues, and resolution timelines effectively.
- Maintain professional and empathetic customer interactions.
- Document escalations and ensure follow-through with cross-functional teams.
Product Installation & On-Site Training
- Lead product installation at customer sites, validating all operational parameters.
- Provide on-site training for lab technicians, pathologists, and IT teams.
- Document installation reports and ensure user acceptance sign-off.
Qualifications:
- Bachelor’s or master’s degree in biomedical engineering with 3-6 years of experience.
- Strong problem-solving skills and hands-on experience with medical devices or imaging systems.
- Excellent communication and customer interaction skills.
- Willingness to travel for client visits, installations, and training sessions.
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