Product Support Technician

Product Support TechnicianNIOX is a medical device company focused on point of care asthma diagnosis and management. Our market-leading NIOX® products are used in clinical settings by physicians around the world to improve asthma diagnosis and management and by leading research organizations conducting clinical studies on behalf of pharmaceutical companies. At present, NIOX provides products and services in around 50 countries.In order to support these activities, we are currently seeking a Product Support Technician.Key Responsibilities of Role:The Product Support Technician role is part of the Global Technical Operations team and has two main areas of responsibility: Technical Support and Technical Center duties. This role is based in our Morrisville office in the US but reports into the Global Technical Operations Centre, which is based in our Uppsala office, in Sweden.Global Technical Support is responsible for providing customers, partners, and internal departments with 1st class technical support to help us remain the gold standard within the market and to enable maximum future growth.Global Technical Center is responsible for performing product changes, product verifications, sensor testing, product evaluations, and maintaining the lab/product change facilities to help us remain the gold standard within the market.The Product Support Technician shall as a Technical Lead help NIOX maintain the highest level of quality regarding the following main tasks:Act as SME (Subject Matter Expert) on NIOX productsLogging cases, and all their communication, for all incoming support requestsHandle all incoming support requestsDecide on product warranty actions (replacements and returns)Responsible for root-cause analysis & evaluations of returned productsPerform product changes and produce their required documentationPerform sensor testing and produce their required documentationPerform data reporting for product instrumentation and their casesManage US equipment calibrationCoordinate and perform procedural (support process) and technical product training (functionality & troubleshooting)Perform testing of competitor devicesMaintain an up-to-date product Knowledge BaseSpecific / Other responsibilities will include:Ensure and maintain Customer satisfaction and company reputationPerform all tasks in a timely mannerAct in compliance with Regulatory & Company guidelinesEnsure compliance to Quality System reporting requirementsIn all aspects assist NIOX in promoting an increase in salesEnsure and maintain efficient internal cooperationReport and follow-up on actions and produce reports as neededEstablish and maintain systems and procedures to support business effortParticipate in developing and updating supporting documentation (SOPs, Work Instructions, Requirements and Policies)As SME support Global Teams with product expertiseExecute and maintain designated activities within their deadlinesPerform activities in accordance with budget limitationsCoordinate expenses with Manager in accordance with NIOX authorization limitsTogether with QA prioritize and execute CAPA activitiesPerform other duties as assignedQualifications and/or experience required to perform the role:Minimum 3 years' experience with Technical SupportMinimum 2-3 years' experience as Service/Technical Engineer or Electronic TechnicianMinimum 2-3 years' experience with Technical WritingExtensive experience with MS Office and Office 365 is essentialExperience working with Quality Systems is a meritExcellent English communication both verbally and in writingDirect and honest in all communication and feedbackHighly self-motivated and proactiveStrong analytical and troubleshooting skillsAble to multi-task under pressureAbility to efficiently transition between different areas of responsibilityAble to perform well in a consultative and collaborative environmentExcellent ability to build strong relationships to facilitate work effortTeam oriented, open to new ideas; shares own knowledgeCollaborates well with others and is willing to seek help when neededProcess and detail oriented - "By the Book/By the Numbers"Office LocationThis position is based in Morrisville, NC, situated near the Research Triangle Park (RTP) and close to the RDU Airport. Our Morrisville office is a fully functioning division of the NIOX Group, PLC which is easily accessible from the surrounding areas. Our office also provides access to the great amenities that the Raleigh/Durham/Chapel Hill area has to offer and is a part of what has made it a Top 10 location to work in the US.CultureNIOX is proud to be an inclusive employer that supports all colleagues to realize and achieve their full potential. We are a diverse organization that champions a healthy work life balance.As a truly global organization, international collaboration between colleagues in different countries is encouraged and supported.We live and breathe our PRIDE values and ensure that we are all working towards a common goal and this primarily is to improve the quality of life of millions of people suffering from asthma.We value the contribution that each of our colleagues provide and recognize the difference they make to the lives of asthma sufferers every day by supporting us in working towards our goal.Application processThank you for considering a career at NIOX. If you would like to apply for the position, please apply online, ensuring you include the following information:· Full name, location, email address and phone number· Curriculum Vitae· Cover letter· Current salary· Required salary· Date available to start/notice periodAfter you have submitted this information, an email will be sent to you inviting you for a first interview. Due to the quantity of applications we receive, if you do not receive an email from us within 10 working days, please assume that you have been unsuccessful on this occasion.Important notice to Employment businesses/Agencies NIOX does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact NIOX's human resources department to obtain prior written authorization before referring any candidates to NIOX. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/agency and NIOX. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of NIOX. NIOX shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.