Escalation Support Engineer

We’re hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life”

The Technical Support Engineer is responsible for researching and determining root cause(s) for issues and providing technical support for Draeger Patient Monitoring products.

• Receives, registers, and provides technical service to the requests or problems coming in from all escalation channels and communicates solutions, actions or root cause acting in accordance with our regulatory guidelines.
• Provide troubleshooting support of “Tier-3” escalations from internal customers (Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, Sales & Marketing).
• Provide problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Develop and maintain service procedures, technical bulletins, training materials and other technical documentation.
• Provides onsite support as needed for troubleshooting and issue mitigation.
• Travel could be up to 20% as needed.

Education:

Bachelor’s degree in Information Technology, Biomedical or Clinical Engineering preferred or equivalent combination of education, training and experience.

Related Experience:

• Knowledge of vital signs monitoring devices.
• A minimum of 5 years within biomedical or clinical engineering departments or equivalent experience as service support within healthcare organizations or medical equipment manufacturers.
• Competent in IT/Network diagnosis tools/system connectivity/Wireshark/Log analysis/Microsoft Client Server and Active Directory/ SQL database experience (Strongly desired).
• Proficient in the use of testing instruments, devices, simulators, and tools associated with servicing medical equipment.
• Experience maintaining, interfacing, and troubleshooting networked medical equipment to include VLAN configuration, IP addressing, sub-netting, and network security.
• Ability to interpret, identify, and apply network engineering principles and practices where there often times is no previous example to follow, or precedence.
• Work experience with Windows Operating systems, client / server (desired). Basic Linux knowledge is a plus.

Special Competencies or Certifications:

Cisco CCNA, HP ACSA or other.

Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario.

The design, development and manufacturing of Draeger’s Patient Monitoring product line takes place in our Andover, Massachusetts location.

EEO is the Law

Draeger is an Equal Opportunity Employer. To learn more: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)

From hospitals to fire departments to industrial customers, people around the world rely on our products: cutting-edge technology that combines real engineering with the digital future. With over 130 years of experience, passion and the bold ideas of more than 16,000 employees, we are committed to turning technology into ›technology for life‹.