Senior Product Solutions Engineer
Baebies - Durham, NC
posted 4 months ago
About the position
Baebies is a medical device company that develops and commercializes newborn screening and near-patient testing products for children and adults to enable early disease detection and comprehensive diagnosis. Guided by the vision that everyone deserves a healthy start, our mission is to save lives and make lives better for all by bringing new technologies, new tests, and new hope to children, parents, adult patients, and healthcare professionals worldwide. The Senior Product Solutions Engineer will propose solutions for ongoing issues while ensuring proposed solutions can be integrated with current systems and equipment. This role involves working with engineers from various departments to resolve problems that arise during and after the implementation of solutions. The engineer will act professionally in the customer's interest to swiftly identify and address concerns, providing customer-facing support and training of Baebies pediatric diagnostic products in a manner that meets or exceeds customer satisfaction and quality expectations. Additionally, the engineer will consult with the sales force on technical matters and perform sales presentations to prospective customers.
Responsibilities
- Drive the post-sale journey of key accounts, from initial onboarding to product adoption, expansion, and ultimately renewal.
- Adopt and customize customer onboarding processes from other business units, including sales order process, shipping checklist, installation checklist, etc.
- Coordinate training schedules both in-house and on-site.
- Serve as the primary product trainer to end users and customer laboratory leadership.
- Develop and drive continuous improvements of the training curriculum.
- Work closely with new customers to streamline lab integration requirements on Baebies products and ensure a successful, smooth installation.
- Ensure customers have materials and supplies required for successful implementation.
- Interface with Manufacturing on customer forecast/orders.
- Transition knowledge to other team members through documentation and communication.
- Assist in writing validation protocols and performing validation and pilot studies at customer sites.
- Develop a deep understanding of the product and translate customer enhancement requests and other needs into successful use cases.
- Analyze customer data to improve customer experience and facilitate product performance trending.
- Communicate product challenges with R&D and Manufacturing.
- Work closely with internal R&D/Manufacturing teams and the customer to resolve enhancement requests and potential issues.
Requirements
- 3-7 years of experience in In-vitro diagnostics or medical device industry, customer support experience preferred.
- Bachelor's/Master's degree in science, engineering, or health-related field, or commensurate experience.
- Demonstrated success in a team environment with shared goals and responsibilities.
- Demonstrated ability to consistently deliver what's promised on time, proactively provide feedback, and manage tasks from inception through completion.
- Ability to provide clear and structured written documentation.
- Ability to understand and educate end users on instrument specifications, operation and maintenance, and perform data analysis in support of various applications.
- Attention to detail and highly organized.
Benefits
- 100% employee premiums for Medical & Vision coverage
- 100% employee and family premiums for Dental coverage
- 401K available
- Stock Options
- 4 Weeks PTO
- 14 Paid Holidays per year
- Paid Employee Life Insurance
- Onsite free gym membership & classes
- Discount Pet & Legal Insurance
- Fertility & Family Support
- Much more!
