Medical Device Product Support Engineer

Medical Device Product Support Engineer

Ascensia Diabetes Care

Warsaw, Poland

About the Opportunity:

Ascensia is looking for a Medical Device Product Support Engineer to join our team and play an important role in supporting the performance, quality, and reliability of our medical device and software products. In this position, you will provide expert technical support, investigate product issues, and collaborate with cross-functional teams and manufacturing partners to drive continuous improvement. You will also help enhance the customer experience by developing technical resources, supporting global service teams, and contributing valuable insights throughout the product lifecycle.

What you will do:

• Provide technical support expertise for medical devices and software products, including troubleshooting, root cause analysis, and resolution of complex customer issues throughout the product lifecycle.
• Partner with third-party manufacturers to manage product support activities, complaint investigations, quality issues, and corrective actions while ensuring compliance with regulatory requirements.
• Develop and deliver technical documentation, training programs, troubleshooting guides, service bulletins, and product communications to support global Customer Service teams.
• Participate in cross-functional product development, technical review boards, and lifecycle management teams, providing customer support insights to improve product design, performance, and user experience.
• Analyze complaint trends and field performance data, identify opportunities for product improvements, and drive initiatives that enhance product quality, reliability, and customer satisfaction.

What you need for success:

• Bachelor's degree in Life Sciences, Mechanical Engineering, Software Engineering, Biomechanical Engineering, or a related discipline is required.
• Minimum of 3 years of product or equipment support experience in the Pharmaceutical, Medical Device, or IVD industry is required.
• Hands-on experience with supporting software product is required.
• Fluent English is required.
• Demonstrated ability to investigate and resolve complex quality, technical, and customer service challenges by collaborating effectively with cross-functional stakeholders.
• Knowledge of Medical Device Quality Management Systems (QMS) and a thorough understanding of international regulations and compliance requirements governing medical devices is an asset.