Product Quality Engineer III

JOB SUMMARY:
The Product Quality Engineer (PQE) provides advanced troubleshooting for all HITS communication products.
The PQE, through the application of product expertise, troubleshooting, technical analysis and issue investigation and a wide array of technical tools, advances product quality and internal and external customer satisfaction by owning escalated issues until they are resolved.

The PQE performs remote monitoring of hospital installations nationally for product anomalies and proactively investigates root cause and works to insure timely, quality resolutions when issues are discovered.
The PQE develops and maintains deep hardware and software product expertise on HITS products through periodic participation in HITS activities such as Pre-Release Testing and Product Validation.

The PQE participates in periodic field installations while staying current as product state evolves.
The PQE works to create and maintain a Knowledge Base of known issues and resolutions as an outcome of the escalation process, and logs defects into the sustaining product backlog.
The PQE acts as primary interface with customers for ongoing live product issues and provides accountability for driving issues to successful conclusion.

The PQE is also responsible for knowledge development within the Product Support team. Tech Support provides 24x7 escalation availability therefore schedule may include weekend and after hour on call duties as a permanent part of the work schedule. Schedules are comprised of normal business hours with occasional on call rotation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Other duties may be assigned:
-Serve as key point of contact for escalations for the HITS division product lines.
Perform technical analysis on live install issues utilizing all available tools and evidence to determine root cause and resolve issues directly while engaging the team to prioritize issue.
-Participate in technical system design discussions with customer IT, MIS or biomed departments, installation contractors, and other trades as required.
-Validates procedures and reports on results to QA/RA as required for release testing and product training
-Support technical writers in developing and reviewing technical documentation.
-Create requirements for improving internal systems and processes to drive information and self-help tools to customers, ease access to and maintenance of remote systems and proactively managing customer accounts in advance of issue escalations.
-Test and/or support installation of interfaces between Communications and Patient Safety systems and customer?s interfaces, such as ADT, PBX, hand held wireless systems, RTLS, voice interfaces, etc.
Perform qualification of interfaces to new equipment and revisions to existing interfaces.
-Participate in technical system design discussions with customer IT, MIS or biomed departments, installation contractors, and other trades as required.
-Ability to perform proactive support and identify and anticipate issues that clients may experience.
-Travel as needed to customer sites for on-site troubleshooting and system installation support.
-Maintains awareness of FDA requirements, clinical requirements, and client operating procedures that affect the product in assignment areas and provides input on deficiencies in the product with regard to these standards.