What are the responsibilities and job description for the Technical Operations and Customer Support Engineer position at OcuSciences?
About Us
Ann Arbor, MI-based OcuSciences Inc. is a medical diagnostic device company developing a rapid, novel, and patented non-invasive ocular imaging modality. The product, OcuMet Beacon, is being developed to assess retinal diseases, such as diabetic retinopathy, macular degeneration, and glaucoma, before irreversible cell death becomes visible.
Job Summary
OcuSciences is seeking a technically capable and highly organized individual to support customer service, product verification and validation (V&V), manufacturing operations, and technical support activities within a regulated medical device environment.
This cross-functional role is integrated across product development and customer support and ideal for someone who enjoys balancing hands-on technical work, customer interaction, troubleshooting, process improvement, and documentation responsibilities in a growing company environment.
Duties and Responsibilities
Customer Support and Technical Support
- Serve as the primary point of contact for customer technical support and follow-up activities for customers in an ophthalmology or optometry clinical setting.
- Support customer onboarding and training coordination activities.
- Document and respond to customer inquiries in a timely, professional, and solution-oriented manner.
- Troubleshoot software, hardware, and operational issues. Coordinating with engineering if escalation is necessary.
- Assist in the development of FAQs, troubleshooting guides, and customer support documentation.
Manufacturing and Operational Support
- Support instrument setup, incoming inspection, configuration, testing, and shipment preparation.
- Assist with manufacturing documentation and process controls.
- Assist with documenting repeatable processes to improve knowledge transfer within the organization.
Verification and Validation Support
- Execute verification and validation protocols for medical device systems and related software.
- Support preparation and maintenance of V&V documentation, protocols, reports, and traceability records.
- Collect and analyze test data and support investigation activities.
- Participate in CAPA, nonconformance, and root cause analysis activities.
Specific Skills and Education
Required
- Bachelor’s degree or equivalent technical experience in engineering, biomedical technology, quality systems, IT support, or related field.
- Experience in a regulated and quality-controlled environment.
- Demonstrated strong troubleshooting and problem-solving skills
- Ability to manage multiple priorities and follow through independently.
- Comfortable working in a fast-paced startup environment
Preferred
- ISO 13485 and/or ISO 9001 experience.
- Medical device experience with particular emphasis on software.