Job Description

Key Responsibilities:

Product Improvement & Innovation

• Identify product issues and improvement areas based on field data and feedback.
• Collaborate with R&D and design teams for feasibility analysis and implementation.
• Drive value engineering, cost optimization, and introduction of new features or variants.

Customer Support & Ticket Handling

• Act as a point of escalation for Level 2/3 technical issues.
• Resolve customer support tickets with root-cause analysis and solutions.
• Maintain documentation of recurring issues and suggest long-term fixes.

Product Testing & Validation

• Define and execute test plans for software and hardware updates.
• Validate scanner functionality and performance before releases or shipments.
• Ensure compliance with regulatory and safety standards during testing.

Product Demo & Customer Onboarding

• Conduct product demonstrations and training for clients and stakeholders.
• Support sales team with technical pitches and pilot installations.
• Update demo content and documentation per product updates.

Product Assembly Support

• Guide and audit assembly processes to ensure quality and performance standards.
• Collaborate with manufacturing and QA teams to troubleshoot production issues.
• Support process improvements for faster, error-free assembly.

Customer & Sales Team Relationship Management

• Maintain communication with key customers and sales personnel.
• Provide technical expertise during pre-sales and post-sales activities.
• Gather feedback from field visits and sales reports for product positioning.

Market Feedback & Competitive Analysis

• Collect structured market feedback via customer visits, surveys, and distributors.
• Benchmark features, performance, and pricing against competitor products.
• Provide actionable insights to marketing and product development teams.

Continuous Learning & Training

• Stay updated on digital pathology, imaging technologies, and medical device standards.
• Attend workshops, conferences, and internal knowledge-sharing sessions.
• Mentor junior engineers and support cross-functional training initiatives.

Customer Communication & Escalation Handling

• Communicate product updates, known issues, and resolution timelines effectively.
• Maintain professional and empathetic customer interactions.
• Document escalations and ensure follow-through with cross-functional teams.

Product Installation & On-Site Training

• Lead product installation at customer sites, validating all operational parameters.
• Provide on-site training for lab technicians, pathologists, and IT teams.
• Document installation reports and ensure user acceptance sign-off.

Qualifications:

• Bachelor’s or master’s degree in biomedical engineering with 3-6 years of experience.
• Strong problem-solving skills and hands-on experience with medical devices or imaging systems.
• Excellent communication and customer interaction skills.
• Willingness to travel for client visits, installations, and training sessions.

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