Clinical Engineer for Medical Device company in Houston

RESPONSIBILITY AND AUTHORITY

 

The position is responsible for providing clinical and technical support related to VNS Therapy. This position supports and answers questions from medical professionals and Cyberonics employees and may include limited patient contact.This position is responsible for evaluating customer experience reports to determine if the events surrounding the issue meet the criteria for classification as a complaint, and for performing appropriate complaint investigations according to Company established guidelines. This position will also assist in the training of Cyberonics employees.



 

PRIMARY ACTIVITIES 

 

Technical Support:

●  Provides support as needed for surgeries and troubleshooting issues during normal business hours and on a rotating on call schedule for evenings and weekends

●  Provides answers relating to clinical indications, contraindications, warnings and general clinical or technical guidance as related to VNS Therapy 

●  Researches solutions to questions or problems (eg, VNS Therapy system questions, product selection issues) and provides answers according to labeling and clinical or technical data when available

●  Follow procedures within Clinical and Medical Affairs

 

Customer Experience:

●  Receives, responds, and reaches resolution to inquiries regarding company products received through the call center, email, or other sources

●  Identifies and investigates complaints in accordance with Company policy, FDA regulations and regulations of other governmental agencies, as applicable

●  Determines the reportability (eg, under Medical Device Reporting regulations) of complaints by asking clinically relevant questions regarding the nature of the failure, and/or consequence to the patient

●  Authorizes and process product returns from customers

●  Participates in cross-functional teams assembled to investigate and resolve product quality issues 

·  Perform other duties as may be required by supervisor

 TRAVEL REQUIREMENTS

 

·  Headquarters-based positions will require moderate business travel of 20% or more

 

MINIMUM REQUIREMENTS AND QUALIFICATIONS

 

·  BS/ MS degree required preferably in biomedical engineering, nursing, or a related discipline

·  Strong interpersonal skills with the aptitude to be a team player; setting a professional tone and establishing a cooperative partnership within the department and other areas of the Company

·  Exceptional customer service, organizational, planning, and multi-tasking skills in a challenging, fast-paced, results oriented environment

·  Ability to interpret trends and data, translating the information into actions, outcomes and improvements

·  Excellent documentation skills, with a solid process orientation and effective attention to detail

·  Strong verbal and written communication skills

·  Self starter and independent thinker, with the aptitude to work autonomously

·  Proficiency in all MS Office products

 DESIRED SKILLS AND QUALIFICATIONS

 

·  One or more years relevant experience in the medical industry, supporting implantable products

·  One or more years experience working directly with physicians and/or patients

·  Knowledge of anatomy, physiology and medical terminology

·  Project Management experience

·  Presentation development and delivery experience·  Training protocol development and delivery experience