Job Description

Service Engineer at PixCell Medical

About PixCell Medical

PixCell Medical is at the forefront of revolutionizing point-of-care hematology testing. Our innovative state-of-the-art medical device delivers rapid, accurate, and comprehensive blood test results, enabling healthcare professionals to make timely, informed decisions. As we expand our presence in the U.S. market, we're seeking a dynamic Customer Service Engineer to join our team and drive excellence in customer support and device maintenance.

Role Objective

As a Service Engineer at PixCell Medical, you will be the cornerstone of our customer support infrastructure in the United States. Your role will combine technical proficiency, timely and effective troubleshooting, clear communication, and a positive attitude to deliver exceptional customer service. You'll ensure our cutting-edge hematology devices operate at peak performance, maximizing their impact on patient care and clinical efficiency.

Key Responsibilities

Customer support

• Serve as the primary technical liaison between PixCell Medical and our U.S. clientele, fostering strong, trust-based relationships.
• Proactively engage with customers to ensure optimal device utilization and satisfaction.
• Implement high service standards, focusing on responsiveness and ease of use, to enhance customer satisfaction, leading to increased customer retention and expanded device utilization.
• Collaborate with sales teams to support upselling and cross-selling initiatives.

Technical Support and Problem Resolution (On-site and Remotely)

· Manage and prioritize service requests, ensuring timely resolution and clear communication via email, phone, and on-site service across various states.

• Provide tier-2,3,4 levels of support, resolving complex technical issues with our medical devices and associated software.
• Conduct remote troubleshooting sessions using advanced diagnostic tools and video conferencing technologies.
• Develop and refine remote support protocols to maximize efficiency and minimize downtime for customers.
• Perform on-site installations, calibrations, and maintenance of medical devices across various healthcare settings.

Client Training and Education

• Design and deliver comprehensive training programs for end-users, covering device operation, maintenance, and troubleshooting.
• Conduct webinars and workshops to introduce new features and best practices to existing customers.

Support Product Development and Improvement

• Conduct root cause analysis on recurring issues, collaborating with R&D to develop long-term solutions.
• Gather and analyze customer feedback to inform product enhancements and new feature development.
• Collaborate with the R&D team to beta test new software updates and hardware iterations.

Qualifications and Skills

Technical Expertise

• 5+ years of experience in medical device support, preferably in vitro diagnostics (IVD).
• Proven track record of successful customer relationship management in a technical role.
• Proficiency in troubleshooting complex electromechanical systems and analyzing diagnostic data.
• Hands-on experience in fixing mechanical components and replacing hardware.
• Strong software orientation.
• Experience in Linux-based systems.
• Experience with laboratory information systems (LIS) and hospital information systems (HIS) integration – an advantage.

Education:

• Bachelor's in Biomedical Engineering, Electrical Engineering, Mechanical Engineering, or equivalent.

Soft Skills and Attributes

• Exceptional communication skills with the ability to explain complex technical concepts to diverse audiences.
• Strong problem-solving abilities and a talent for innovative thinking.
• Excellent time management skills and ability to prioritize in a fast-paced environment.
• Adaptability and willingness to embrace new technologies and methodologies.
• Passion for improving healthcare outcomes through technology.

Additional Requirements

• Willingness to travel up to 50% of the time within the U.S.
• Valid driver's license and ability to pass comprehensive background checks.
• Flexibility to occasionally work outside standard business hours to support customer needs.
• This position in on-site at our South Miami office and requires travel to customer sites across various U.S. states.

What We Offer

• Competitive salary, range $70K-$90K, and performance-based bonuses.
• Comprehensive health benefits.
• Ongoing professional development and training opportunities.
• Collaborative work environment with a team passionate about healthcare innovation.
• Opportunity to make a significant impact on healthcare delivery in the U.S.

At PixCell Medical, we're not just looking for an employee; we're seeking a partner in our mission to revolutionize point-of-care hematology testing. We want to hear from you if you're ready to challenge yourself, grow your skills, and make a real difference in patient care.

PixCell Medical is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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