Escalation Support Engineer - Escalation Support - Draeger Medical Systems, Inc. - Job


: $94,360.00 - $141,170.00 /year *

Employment Type

: Full-Time


: Engineering

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What will you do In this Escalation Support Engineer role you will deliver comprehensive high quality Technical Support on Draeger products to Draeger' internal and external customer base worldwide. As a member of the team, you are expected to develop your product knowledge through training, testing, working with peers and experience with customer issues. You are to deliver world-class technical and application support that promotes customer delight and customer retention. Responsibilities: - Develop in-depth product knowledge of Draeger Products to become the product subject matter expert. - Manage difficult customer issues effectively and professionally, seeking help from management, as appropriate - Trouble shoot, analyze and solve complex customer issues utilizing documentation, knowledge base, analytical tools, bug tracking system and input from Software or Hardware Engineering staff - Replicating customer scenarios for configuration/environmental solutions and /or readying the issue for Engineering review - Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution - Issue Reproduction/Recreating, tracking and verifying product deficiencies in Draeger's bug tracking system - Mentor, train and educate Engineers on technical subject matter and problem solving skills - Author and modify knowledgebase articles in Draeger's internal tracking system - Offer remote-maintenance, diagnosis and repair, as well as global support for end-point devices. - Onsite troubleshooting worldwide as needed. Who you are - Bachelor's degree in Information Technology or a related field (e.g. Network, OS, embedded devices) or equivalent combination of education, training and experience. - Experience in customer support working with client/server technologies - Several years of experience supporting Windows-based software and networking solutions. OR 5 years in Technical Service or Patient monitoring Environment. - Highly motivated with excellent written & oral skills; capable of producing comprehensive clear documentation; Possess strong organizational skills; and have the ability to work in a fast-paced, team environment - Demonstrated ability to be creative, flexible and work independently - Strong customer focus including satisfying internal and external customer demands and needs in a timely manner - Knowledge of Technical writing processes a plus - Knowledge of vital signs patient monitoring (ECG and heart rate, arrhythmia monitoring, ST monitoring, respiratory, blood pressure, CO, spo2) a plus Internal code-LI-MC1 MON - provided by Dice
Associated topics: ascp, hematopathology, lab, medical lab science, microbiology, mls, pathology, services, technician, technician i * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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