Job Description

Company Overview:

OptraScan is a leader in digital pathology solutions, committed to improving diagnostic accuracy and efficiency in healthcare.

For Bio Medical Engineer -

1. Product Improvement & Innovation

• Identify and document product issues and improvement areas based on field data and feedback.
• Collaborate with R&D and design teams for feasibility analysis and implementation of enhancements.
• Support continuous value engineering and cost optimization initiatives.
• Drive the introduction of new features or variants based on market trends and technological advancements.

2. Customer Support & Ticket Handling

• Act as a point of escalation for Level 2/3 technical issues.
• Monitor and resolve customer support tickets with clear root-cause analysis and solutions.
• Maintain documentation of recurring issues and suggest long-term fixes.
• Coordinate with service teams for onsite or remote troubleshooting.

3. Product Testing & Validation

• Define and execute test plans (manual and automated) for software and hardware updates.
• Validate scanner functionality and performance before each major release or shipment.
• Ensure compliance with applicable regulatory and safety standards during testing.

4. Product Demo & Customer Onboarding

• Conduct product demonstrations and application training for clients and stakeholders.
• Support the sales team with technical pitches and pilot installations.
• Develop and update demo content and documentation as per product updates.

5. Product Assembly Support

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

6. Customer and Sales Team Relationship Management

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

7. Market Feedback & Competitive Analysis

• Gather structured market feedback through customer visits, surveys, and distributor inputs.
• Benchmark features, performance, and pricing against competitor products.
• Provide actionable insights to marketing and product development teams.

8. Continuous Learning & Training

• Stay updated with latest trends in 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.

9. Customer Communication & Escalation Handling

• Communicate product updates, known issues, and resolution timelines effectively to customers.
• Maintain a professional tone and empathetic approach in customer-facing interactions.
• Document escalations and follow-through with cross-functional teams to close them.

10. Product Installation & On-Site Training

• Lead product installation at customer sites ensuring all operational parameters are validated.
• Provide on-site training to lab technicians, pathologists, and IT teams on scanner operation, software usage, and maintenance.
• Document installation reports and ensure user acceptance sign-off.

•  Eligibility: Candidates must have valid work authorization — only U.S. Citizens or PR (Green Card holders). No F1 or H1B visa holders.

• Salary: The maximum budget is $100K.

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