Product Support Engineer at Seer Medical

Hospital & Health Care, Quality Assurance, Full-time, Melbourne, Victoria, Australia melbourne support engineering product full-time
Description
Posted 23 days ago

About Us

Seer Medical is a Melbourne-based med-tech company with an ambitious agenda to challenge the status quo of how healthcare is delivered. Through award-winning medical devices, mobile apps and software solutions combined with an extensive research and development program, we are shifting the patient center of care from the hospital to the home.

Our mission is to empower patients and their doctors by creating new care pathways that are entirely free from the inefficiencies of bricks and mortar institutions. Building on our expertise in epilepsy, we are creating end-to-end systems that give people control over their health and put them on a path to better medical outcomes.

With a strong team, Seer Medical will be the global technology leader in home monitoring across neurological, sleep, and cardiac conditions by 2026.

About The Role

We are looking for a Product Support Engineer to join our growing team. You will be responsible for providing engineering support to our customers in hospitals and private clinics by troubleshooting software and hardware problems associated with our epilepsy diagnostic system, Seer Home. You will use your knowledge to resolve medical device issues and clinical application errors, mostly via immediate remote support. You will also investigate equipment returned to Seer HQ to diagnose problems. You will be the face of the company, offering world-class support and representing Seer in every interaction with our customers. Ultimately, you will be a person our customers trust.

You will be relied on to provide timely and accurate solutions to technical problems. You will also feed information to the team to highlight potential training or design flaws. Duties will be typically performed at Seer HQ during standard business hours. However, you may need to travel occasionally to the customer's location, and to perform reasonable additional hours to ensure customer needs are met.

Responsibilities

  • Owning customer issues from notification to resolution, including managing escalations, to deliver the best and most cost effective solutions.
  • Performing remote or in-person assessment of products with suspected faults.
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
  • Following standard procedures for correct escalation of unresolved issues to the appropriate internal teams.
  • Performing routine testing, software updates and firmware upgrades on Seer products.
  • Contributing to continuous improvement of products and processes, whilst monitoring product performance and reporting customer feedback to management.
  • Maintaining documentation of service activity, expenses and an accurate product knowledge base.

About You

  • You have a degree in engineering or healthcare technology.
  • You have 2 years of experience in a similar role.
  • You can identify problems and use these to recommend and implement improvements.
  • You are well presented, articulate, positive and solution-focused.
  • You have great time management skills and are able to act without guidance.
  • You have experience with process control in compliance with standards such as ISO 13485, MDR and ISO 27001.
  • You are comfortable working inside a linux shell (desirable).
  • You have previous experience in a leadership role and experience managing others (desirable).
  • You have a valid driving license and active driving experience (desirable).
  • You are familiar with ITIL frameworks (desirable).

What We Offer

  • An opportunity to work with the best of the best, solving life-changing problems in healthcare
  • Joining a dynamic company at a time of major growth and international expansion
  • Professional development and career growth
  • Working in an inclusive environment that promotes diversity
  • Competitive salary
  • Central CBD location

Please note: while we value flexibility, we're not able to accommodate remote working at this time - this role is based at Seer HQ in central Melbourne, VIC.