Job Description
Company Overview:
OptraScan is a leader in digital pathology solutions, committed to improving diagnostic accuracy and efficiency in healthcare.
For Bio Medical Engineer -
1. Product Improvement & Innovation
- Identify and document product issues and improvement areas based on field data and feedback.
- Collaborate with R&D and design teams for feasibility analysis and implementation of enhancements.
- Support continuous value engineering and cost optimization initiatives.
- Drive the introduction of new features or variants based on market trends and technological advancements.
2. Customer Support & Ticket Handling
- Act as a point of escalation for Level 2/3 technical issues.
- Monitor and resolve customer support tickets with clear root-cause analysis and solutions.
- Maintain documentation of recurring issues and suggest long-term fixes.
- Coordinate with service teams for onsite or remote troubleshooting.
3. Product Testing & Validation
- Define and execute test plans (manual and automated) for software and hardware updates.
- Validate scanner functionality and performance before each major release or shipment.
- Ensure compliance with applicable regulatory and safety standards during testing.
4. Product Demo & Customer Onboarding
- Conduct product demonstrations and application training for clients and stakeholders.
- Support the sales team with technical pitches and pilot installations.
- Develop and update demo content and documentation as per product updates.
5. Product Assembly Support
- Guide and audit assembly processes to ensure quality and performance standards.
- Collaborate with the manufacturing and QA teams to troubleshoot production issues.
- Support continuous process improvement for faster and error-free assembly.
6. Customer and Sales Team Relationship Management
- Maintain regular communication with key customers and sales personnel.
- Provide technical expertise during pre-sales and post-sales activities.
- Gather and analyze feedback from field visits and sales reports for product positioning.
7. Market Feedback & Competitive Analysis
- Gather structured market feedback through customer visits, surveys, and distributor inputs.
- Benchmark features, performance, and pricing against competitor products.
- Provide actionable insights to marketing and product development teams.
8. Continuous Learning & Training
- Stay updated with latest trends in 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.
9. Customer Communication & Escalation Handling
- Communicate product updates, known issues, and resolution timelines effectively to customers.
- Maintain a professional tone and empathetic approach in customer-facing interactions.
- Document escalations and follow-through with cross-functional teams to close them.
10. Product Installation & On-Site Training
- Lead product installation at customer sites ensuring all operational parameters are validated.
- Provide on-site training to lab technicians, pathologists, and IT teams on scanner operation, software usage, and maintenance.
- Document installation reports and ensure user acceptance sign-off.
- Eligibility: Candidates must have valid work authorization — only U.S. Citizens or PR (Green Card holders). No F1 or H1B visa holders.
- Salary: The maximum budget is $100K.