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Product Quality Engineer

Cary, North Carolina 27518

Job ID: 9338 Category: Technology

Job Description

  • Serve as key point of contact for Tier 2 escalations for the CWS division product lines.
  • Perform technical issue analysis on live/test installs utilizing all available tools and evidence to determine root cause.
  • Participate in technical system design discussions with customer IT, MIS or biomed departments, installation contractors, and other trades as required.
  • Test and/or support installation of interfaces between Communications and Patient Safety systems and customer’s interfaces, such as ADT, PBX, hand held wireless systems, RTLS, voice interfaces, etc.
  • Perform qualification of interfaces to new equipment and revisions to existing interfaces.
  • Validate procedures and report on results to QA/RA as required for release testing and product training.
  • Support technical writers in developing and reviewing technical documentation.
  • Travel as needed to customer sites for on-site troubleshooting and system installation support.
  • Participate in continuous improvement efforts to gain higher efficiency in resolving and prioritizing issues.
  • Create and approve KB articles.
  • Maintain awareness of FDA requirements, clinical requirements, and our Client’s operating procedures that affect the product in assignment areas, and provides input on deficiencies in the product with regard to these standards.    



  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • The education and experience requirements are representative of the knowledge, skill, and/or ability required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Bachelor's degree or equivalent experience with 1-3 years in a technical support role providing onsite/remote service to end user devices and clients, along with industry specific technical certification i.e. A+, N+, MCP, MCSA, etc.
  • Demonstrated skill working with multiple generations of Windows Server Platforms and Linux OS.
  • Prefer experience with database administration and infrastructure/design to include certification/training in Oracle, MS SQL Server, etc.
  • Excellent computer skills and experience with remote applications, MS Office, AutoCAD, Visio, etc.
  • Strong organization skills, detail oriented, and the ability to multi-task, meet deadlines, and competing priorities.
  • Excellent interpersonal and diplomacy skills, excellent verbal and written capabilities. Ability to ask probing, relevant questions that elicit useful evidence while demonstrating tact.
  • Hands on experience configuring and reconstructing distributed systems in a live or laboratory environment.
  • Experience with firewall devices a plus.
  • Knowledge of VOIP and wireless technologies a plus.
  • Must possess excellent critical thinking skills and ability to apply concepts of logic and scientific method in analyzing system behavior.
  • 2-3 year minimum working experience in a technical product development, sustaining or support environment required. Health care industry a plus. Experience working in a FDA regulated environment a plus.
  • Ability to follow quality control procedures in support of product commercialization.
  • Strong organization skills, detail oriented, and the ability to multi-task, meet deadlines, and prioritize work.
  • Strong interpersonal skills and the ability to effectively communicate at all levels of the organization (both within Hospitals and with third party contractors) required.
  • Possess a broad knowledge of corporate business practices, strategies and business objectives.
  • Ability to effectively work within a team environment where team achievement supersedes individual achievement.
  • Experience with creating and reviewing KB technical documentation using Knowledge Centered Service (KCS).
  • Foundational or better knowledge in most of the following areas:
  • Knowledge of Logical and Physical Data Modeling and development techniques using various tools.
  • Strong working knowledge of SQL Server 2008R2, 2014 and 2016 administration.
  • Strong working knowledge of database performance and monitoring tools.
  • Experience in ETL (extract, transform and load) processes using SQL Server Integration Services (SSIS).
  • Experience in Report Generation using SQL Server Reporting Services (SSRS) or similar tool, e.g. Tableau.
  • Experience with Data Mining for Business Intelligence using SQL Server Analysis Services (SSAS).
  • Experience in setting best practices and standards to be followed for all database tasks.
  • Demonstrated experience in problem analysis, design, problem solving, data analysis and working with database developers to drive a problem to resolution.     
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