Baebies is a medical device company that develops and commercializes newborn screening and near-patient testing products for children and adults to enable early disease detection and comprehensive diagnosis. Guided by the vision that “everyone deserves a healthy start," our mission is to save lives and make lives better for all by bringing new technologies, new tests, and new hope to children, parents, adult patients, and healthcare professionals worldwide.

Job Purpose

The Senior Product Solutions Engineer will propose solutions for ongoing issues while ensuring proposed solutions can be integrated with current systems and equipment. Work with engineers from various departments to resolve problems that arise during and after the implementation of solutions. Act professionally in the customer’s interest to swiftly identify and address concerns. Give customer-facing support and training of Baebies pediatric diagnostic products in a manner that meets or exceeds customer satisfaction and quality expectations. Consult with the sales force on technical manners and to perform sales presentations to prospective customers.

Duties and responsibilities

Customer On-boarding and other processes

• Drive the post-sale journey of our key accounts, from initial onboarding to product adoption, expansion and ultimately renewal.
• Adopt and customize customer on-boarding processes from other business units (includes sales order process, shipping checklist, installation checklist etc.).
• Coordinate training schedules both in-house and on-site
• Serve as the primary product trainer to end users, as well as customer laboratory leadership
• Develop and drive continuous improvements of the training curriculum
• Work closely with new customers to streamline lab integration requirements on Baebies products and ensure a successful, smooth installation
• Ensure customer has materials and supplies required
• Interface with Manufacturing on customer forecast/orders
• Transition knowledge to other team members through documentation and communication.
• Assist in writing validation protocols and performing validation and pilot studies at customer sites.

Complaints/Issues/Enhancement requests

• Develop a deep understanding of the product and translate customer enhancement requests and other needs into successful use cases.
• Analyze customer data to improve customer experience. Facilitate product performance trending and communicate product challenges with R&D and Manufacturing.
• Work closely with internal R&D/Manufacturing teams and the customer to resolve enhancement requests and potential issues.

Qualifications

• Demonstrated success in a team environment with shared goals and responsibilities.
• Demonstrated ability to consistently deliver what’s promised on time, to proactively provide feedback, and manage tasks from inception through completion.
• Ability to provide clear and structured written documentation.
• Ability to understand and educate end users on instrument specifications, operation and maintenance, and perform data analysis in support of various applications
• 3-7 years of experience in In-vitro diagnostics or medical device industry, customer support experience preferred.
• Bachelors/Master’s degree in science, engineering, or health related field, or commensurate experience.
• Will travel approximately 25-40%, including occasional for international travel
• Attention to detail and highly organized

Working conditions

Office/Work from Home hybrid

Physical requirements

Computer work

Direct reports

N/A

Compensation & Benefits

Salary Range: $80,288-$100,380

Baebies offers a dynamic and welcoming work environment surrounded by intelligent, driven, and creative people. Guided by the vision that “everyone deserves a healthy start”, our team is devoted to our customers and to advancing technology in early disease detection and comprehensive diagnosis. At Baebies, we look for people who are innovative, dedicated to our mission, and constantly striving to improve the status quo.

In addition to competitive, market-driven compensation, Baebies provides a comprehensive employee benefits package including:

· 100% employee premiums for Medical & Vision coverage

· 100% employee and family premiums for Dental coverage

· 401K available

· Stock Options

· 4 Weeks PTO

· 14 Paid Holidays per year

· Paid Employee Life Insurance

· Onsite free gym membership & classes

Discount Pet & Legal Insurance

Fertility & Family Support

· . . . Much more!

Baebies, Inc. is an equal opportunity employer. NO RECRUITERS OR AGENCIES, PLEASE.