Many structural heart patients suffer from heart failure with limited options. Our Implantable Heart Failure Management (IHFM) team is at the forefront of addressing these unmet patient needs through pioneering technology that enables early, targeted therapeutic intervention. Our innovative solutions are not just transforming patient care but also creating a unique and exciting environment for our team members. It’s our driving force to help patients live longer and healthier lives. Join us and be part of our inspiring journey.

Troubleshooting advanced technical support issues in the field that are escalated by the customer support team. This will include the intake, investigation, documentation, and resolution of complaints and other field issues.

Key Responsibilities:
• Act as Tier 2 support for CHFS and software related issues as well as troubleshooting. This includes investigating failures, identifying root causes, and providing resolutions for the end user. Lead support efforts related to reader troubleshooting and reader exchanges.
• Work closely with R&D and use data analysis tools (MATLAB, Python, Minitab etc.) to analyze field, vendor, and internal test data as an aid in the troubleshooting process.
• Recommend and implement and provide feedback to R&D and manufacturing which can be used to initiate corrective action and/or reliability improvements. Cross functional collaboration with R&D, Software, Clinical, Quality, and Sales/Marketing teams.
• Conduct in-depth analysis on patient and device data using data analysis tools to synthesize large datasets into presentable information as well as document complaints and complaint investigations as needed. Continuously track and trend data to present to management and cross functionally to repeat or identify new failures.
• Investigate returned materials as needed (RMAs, Out of Box Failures)
• Develop troubleshooting guides.
• Other incidental duties

Education and Experience:
Bachelor's Degree in Electrical, Computer Science, Biomedical, Mechanical, or Reliability Engineering Required
1-2 years experience with either MATLAB, Minitab, or Python in Altium.

Experience in hardware or software systems. Preferred

Additional Skills:
• Ability to perform troubleshooting of analog and digital circuits to diagnose issues down to the component level using typical lab equipment such as oscilloscopes, signal generators, spectrum analyzers
• An effective communicator and collaborator who can synthesize insights from multiple stakeholders across business functions to deliver purpose-built insights, models and tools that provide easily interpretable and actionable results
• Ability to interact professionally with all organizational levels
• Ability to work and excel within a fast paced, dynamic, and constantly changing work environment
• Good computer skills in Microsoft Office Suite including Word, PowerPoint, Access, and Excel
• Good written and verbal communication skills and interpersonal relationship skills
• Good problem-solving, organizational, analytical and critical thinking skills
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control
• Travel (day and overnight by car, air, train, etc.) will vary. Percentage of time is determined by Management
 

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

For Illinois (IL), the base pay range for this position is $57,000 to $82,000 (highly experienced).

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website.