Staff Engineer, Customer Quality Analytics

The Opportunity

This position works out of our Sylmar, CA or Sunnyvale, CA location in the Cardiac Rhythm Management division.

As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

WHAT YOU'LL DO

The Staff Engineer, Customer Quality Analytics is responsible for understanding and representing the customer experience for Cardiac Rhythm Management (CRM) products. The successful candidate will be a technically knowledgeable, customer facing experienced engineering or medical personnel who operates using facts and data and has excellent communication skills. This role is focused on understanding and championing the customers’ experiences and recommending viable solutions. The Staff Engineer also utilizes their understanding of the clinical experience to provide input for product improvements and new product development, as well as to answer challenging technical questions and product performance inquiries for physicians, customers and the commercial team. This role involves frequent interaction with all levels of the organization including Executive Management as well as representing the Quality organization to the customer.

This is a senior technical position, responsible for customer-facing content and communication based on analysis and understanding of customer product concerns (complaints).

Job Responsibilities:

• Responsible for analysis of worldwide complaints and returns for CRM products, including both implantable and remote care systems.
• Critical engagement in trend and performance review meetings for the CRM devices
• Identify key quality topics from the field and champion resolution
• Partner with the commercial organization to identify and resolve concerns from key accounts
• Provide input into next generation product design using data from the field and results of product investigations/evaluations as well as an understanding of customer concerns identified during technical discussions
• Support key customer accounts via direct interaction, support of sales representatives, clinical representatives or researchers by collating and communicating product performance expectations, data analysis and clinical performance
• Present as requested at key commercial and technical conferences
• Comprehensive understanding of CRM clinical procedures, including device implant, remote monitoring, non-invasive patient management strategies, and explants

EDUCATION AND EXPERIENCE YOU'LL BRING

Basic Qualifications:

• Minimum Bachelor’s degree in an Engineering or a Technical Discipline
• 8 or more years of direct experience in the Medical Device industry
• Familiarity with statistical techniques and tools required for reliability analysis

Preferred Qualifications:

• Master’s degree or higher in an Engineering or Technical Discipline
• 2 or more years of experience with Cardiac Rhythm Management Devices (CRM)
• Demonstrated presentation and customer interaction skills
• Experience with Quality Management Systems and the CAPA process
• Six Sigma or CQE training
• Demonstrated past interaction with all levels of the organization up to and including Executive Management
• Demonstrated critical thinking and analytical skills

Please note that the salary range listed is our full grade range. We usually hire based on the mid-point.