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Hill-Rom Product Quality Engineer - Tier 2 in Cary, North Carolina

Description

The Product Quality Engineer (PQE) provides advanced troubleshooting for all Care 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 CC 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 Care Communication 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 Hill-Rom operating procedures that affect the product in assignment areas and provides input on deficiencies in the product with regard to these standards.

Qualifications

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The education and experience requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s Degree in an IT, computer, or business related field of study, or equivalent experience.

  • 2-3 year minimum working experience in a technical product development, sustaining or support environment required. Health care industry a plus.

  • Up to date industry specific technical certification i.e. A , N , MCP, MCSA, etc.

  • Experience with relational database administration and infrastructure/design to include certification/training in MS SQL Server.

  • Experience with SQL Server Reporting Services.

  • Excellent computer skills and experience with remote services, MS Office, AutoCAD, Visio, etc.

  • Demonstrated expertise with complex configuration of devices and applications.

  • Experience creating and reviewing technical documentation.

  • Hands on experience setting up distributed systems in a live or laboratory environment.

  • Experience troubleshooting firmware issues a plus.

  • Experience analyzing various types of logs at the OS (Windows & Linux) and Application level in a deliberative context sensitive fashion to determine root cause of system behavior.

  • Experience with Cisco or other Firewall devices a plus.

  • Experience assembling or modifying circuit boards a plus.

  • Knowledge of VOIP a plus.

  • Experience in reconstructing software and hardware system scenarios in a laboratory environment.

  • Experience with backup and restore utilities and imaging solutions a plus.

  • Ability to ask probing, relevant questions that elicit useful evidence while demonstrating tact.

  • Strong interpersonal skills and the ability to effectively communicate at all levels of the organization (both within Hospitals and with third party contractors) required.

  • Strong organization skills, detail oriented, and the ability to multi-task, meet deadlines, and competing priorities.

  • Possess a broad knowledge of Networking (TCP/IP, Routing and Switching, Subnets, Security)

  • Ability to follow quality control procedures in support of product commercialization

  • Prefer familiarity with software test concepts and tools, such as test cases, requirements traceability and defect management.

  • Experience working in an FDA regulated environment is a plus.

  • Must possess excellent critical thinking skills and ability to apply concepts of logic and scientific method in analyzing system behavior.

  • Ability to juggle multiple work assignments during high volume periods and prioritize urgent support requests with a high level of responsiveness and drive to obtain closure leading to customer satisfaction.

  • Ability to effectively work within a team environment where team achievement supersedes individual achievement.

Foundational or better knowledge in most of the following areas:

  • Microsoft Server 2008R2/2012/2016

  • Microsoft SQL 2008R2/2014/2016 - Scripting/Reporting/Analytics

  • Wireless - Enterprise level/managed networks

  • IR & RF Principle

  • Telephony (PBX/VOIP/SIP) - VoIP Phone Systems, Cisco, Avaya is a plus.

  • Middleware (Rhapsody, Emergin, Connexall, etc.)

Job: Technical Service

Primary Location: United States-North Carolina-Cary

Schedule Full-time

Travel Yes, 10 % of the Time

Posting Entity Hillrom

Req ID: 21122474

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