insightec

Description

• Serve as the highest level of technical escalation for Tier 1 and Tier 2 support engineers.
• Provide remote and on-site support to global customers and partners as needed, including participation in On-Call Duty rotation to provide after-hours support.
• Serve as primary service engineer for local customers.
• Diagnose and resolve complex hardware, software, and system integration issues on Insightec’s MR-guided focused ultrasound systems.
• Perform hands-on troubleshooting, diagnostics, and repair of MRI-guided focused ultrasound systems in the field and lab environments.
• Collaborate with R&D, QA, and Product teams to drive root cause analysis and implement short- and long-term solutions.
• Participate in design reviews and provide field feedback to improve product reliability and serviceability.
• Analyze case trends using Salesforce and build dashboards or reports using Excel and BI tools.
• Develop and maintain troubleshooting guides, PM protocols, FRU instructions, and technical documentation.
• Deliver technical training to global service teams and partners.
• Support system validation, software upgrades, and new product introduction (NPI) activities.
• Ensure adherence to Insightec Quality Policy, ISO 13485, MDSAP, FDA, privacy and safety standards.

Requirements

• Bachelor’s degree in biomedical, Electrical, Mechanical Engineering, or a related field.
• 7+ years of experience in a Tier 3 or equivalent technical support role, preferably in the medical device or imaging industry.
• Strong understanding of Medical Imaging Systems and their integration with external hardware and software.
• Proven hands-on experience troubleshooting complex electromechanical systems.
• Skilled in interpreting system logs, error codes, and performance data to identify root causes.
• Process-oriented mindset with a focus on quality, consistency, and continuous improvement.
• Experienced with CRM systems.
• Excellent verbal and written communication skills in English.
• Strong technical writing skills for documentation and knowledge base creation.
• Demonstrated ability to train and mentor junior engineers and field service teams.
• Fast, self-directed learner with ability to grasp new technologies and workflows.
• Team player with proactive, customer-focused attitude and strong interpersonal skills.
• Ability to work independently and collaboratively in a global environment.
• Willingness to travel internationally on short notice (up to 20%).

Advantages:

• Hands-on experience with MRI systems from major manufacturers (e.g., GE, Siemens, Philips).
• Experience working in hospital or clinical environments.
• Skilled in BI systems and Excel VBA for data analysis and reporting.
• Lean/Six Sigma certification or experience in continuous improvement projects.