Position Summary:
The Product Support Engineer serves as the technical subject matter expert focused on reducing support escalations, improving product performance, and ensuring high-quality, regulatory-compliant customer support. This role drives high-level customer resolutions, bridges the service organization with Engineering, Production, and R&D teams, and advocates for product reliability throughout the product lifecycle. This is a data-driven support role where success is measured by reduced support escalations, increased hardware reliability, optimized serviceability, and lower cost of ownership for customers.
Key Job Duties and Responsibilities:
- Lead Tier 3 technical troubleshooting and root-cause analysis for complex customer issues.
- Bridge service operations with QARA, R&D, and Production to resolve high-priority escalations, reproduce bugs, and conduct on-site or remote field investigations.
- Build and deliver technical training to support teams on new Cadwell hardware and software releases. This includes knowledge base articles, service bulletins, and other technical resources.
- Analyze support trends to identify technical risks, implement proactive mitigations, and improve product reliability
- Provide structured feedback to R&D and product teams to advocate for design, serviceability, and customer experience improvements
- Leverage team KPIs to enhance first-time fix rates, reduce ownership costs, and optimize team performance
Qualifications:
Job Knowledge / Requirements:
- Proven ability to take ownership of complex customer issues and lead them through resolution, on-site or remotely, while consistently demonstrating Cadwell's core Page 1 of 2 values (integrity, initiative, accountability, commitment to excellence, service to others)
- Comprehensive expertise in root-cause analysis and troubleshooting, using facts and data to build hypotheses, document complex technical concepts, and advocate for actionable engineering work items
- Working knowledge of at least one neurodiagnostic modality, such as EMG/NCS, EEG, intraoperative neuromonitoring (IONM), or sleep diagnostics, including clinical workflows, patient setup, and how practitioners use these systems in daily practice
- Technical literacy across software/hardware build lifecycles, firmware concepts, and system architecture, with practical experience using tools such as Azure DevOps, Windows Event Viewer, and Claude
- Strong cross-functional collaboration and communication skills, with the ability to travel to Cadwell HQ as well as domestic and international customer sites as required
Education / Experience:
- Bachelor's degree in Engineering, Business, or a related technical or clinical field; equivalent experience will be considered
- Approximately 4+ years of experience working with service management teams as a subject matter expert
- Experience working within regulated environments (ISO, FDA, MDR, etc.) preferred
- Familiarity with service management software, CRM systems, and analytics tools preferred
- Background in medical devices, healthcare technology, or software development is preferred ● EMG experience preferred
Cadwell Industries, Inc. is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources Department at careers@cadwell.com.
