Job Summary

• The Escalation Manager is responsible for managing and ensuring the timely resolution of all Technical Support critical issue cases for Robotic & Digital Solutions commercially available medical capital system products.
• This role coordinates cross-functional resources (e.g. engineering, quality, regulatory, clinical, service operations, etc.) to drive timely analysis, corrective action plans, and customer communication while ensuring compliance with applicable medical device regulations and company quality systems.
• Employees are eligible for a comprehensive benefits package including retirement plans, long-term incentive program, vacation, sick time, holidays, and various leave options.

Matching Summary

Salary

Base: $118,000.00 - $203,550.00; Bonus/Equity: Not specified; Benefits: Vacation –120 hours per calendar year, Sick time - 40 hours per calendar year, Holiday pay, Floating Holidays –13 days per calendar year, Work, Personal and Family Time - up to 40 hours per calendar year, Parental Leave – 480 hours, Bereavement Leave – 240 hours/40 hours, Caregiver Leave – 80 hours, Volunteer Leave – 32 hours, Military Spouse Time-Off – 80 hours

Skills & Requirements

Key Requirements

• 6 years of work experience in Technical Support, Field Service, Product Support, or advanced Customer Support of a medical device capital equipment
• Bachelor's Degree in Electronics Engineering, Mechanical Engineering, Software Engineering, Biomedical Engineering or related field
• Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820

Work Rights