Quality Engineer, Customer Support

Job Description:

Ohio Medical is a global leader in medical air and vacuum pumping systems, suction, and oxygen therapy devices. Our trusted brands, including Ohio Medical and Amvex, offer cutting-edge solutions such as suction regulators, air and oxygen flow meters, pumping systems, and portable suction equipment. Operating in an FDA-regulated facility, we adhere to ISO 13485, ISO 9001, and NFPA 99 standards, ensuring high-quality and reliable products that meet global regulatory requirements. Headquartered in Gurnee, IL, we take pride in our commitment to patient safety, innovation, and quality products.

With a history dating back over 100 years, Ohio Medical has shaped the medical industry. In 1910, we manufactured one of the first anesthesia gas machines, The Ohio Monovalve, which was extensively used during World War I. Our legacy includes innovations such as the Push-To-Set (PTS) suction regulator and advancements in medical gas and oxygen therapy. In 2022, Ohio Medical joined The ESAB Corporation, furthering our mission to deliver innovative, high-quality products that prioritize patient safety. Join a team where history meets innovation and make an impact on the future of healthcare.

As a Quality Engineer, Customer Support at Ohio Medical, you will play a crucial role in ensuring the quality and reliability of our products/services through effective customer support. Your responsibilities will include providing technical assistance, investigating customer complaints, and driving continuous improvement initiatives to enhance customer satisfaction

• Investigate customer complaints and technical issues thoroughly, employing root cause analysis techniques to identify underlying causes and trends.

• Collaborate closely with cross-functional teams, including engineering, repair technicians, quality assurance, and product development, to address systemic issues and implement corrective actions.

• Monitor and analyze customer support metrics and performance indicators to identify opportunities for quality improvement and operational efficiency.

• Technical Training - Repair:

  • Develop and deliver technical training programs for internal staff, distributors, and external customers to enhance their understanding and proficiency in troubleshooting and customer support/repair processes.

  • Create training materials, such as manuals, guides, and presentations, to support repair training initiatives and ensure consistency in customer support practices.

• Customer Support:

  • Provide prompt and comprehensive technical support to customers, addressing inquiries, issues, and concerns related to our products/services.

  • Guide customers through troubleshooting steps and resolution processes, ensuring a positive and seamless support experience.

  • Document customer interactions, including inquiries, resolutions, and feedback, using customer support platforms or CRM systems

• Excellent communication and interpersonal skills, with a customer-centric approach and the ability to interact effectively with diverse stakeholders.

• Ability to thrive in a dynamic and fast-paced environment, managing multiple priorities effectively and driving continuous improvement initiatives.

• Strong analytical and problem-solving skills, with the ability to conduct thorough investigations and root cause analysis.

• 2-3 years' experience as a Quality Engineer

• Proven experience in customer support, technical support, or quality engineering roles in medical device industry.

• Experience with customer support platforms, CRM systems, and quality management tools is advantageous.

• Experience with Epicor ERP a plus.

• Experience with root cause analysis tools such as 8D.

• Bilingual in Spanish a plus

• Bachelor's Degree Required in Engineering, Quality Management or a related discipline.

• Master's Degree a plus

• Lean Six Sigma a plus

Travel (estimated % of time): Domestic approximately 5%

ESAB prides itself as a great place to start or continue a career in the manufacturing industry. With locations throughout the world, ESAB is a global company with a rich tradition of industry leadership. ESAB careers offer room for advancement, a trusted work atmosphere, generous benefits and much more.

There are many opportunities to build a career with ESAB in a wide range of roles. We have a strong, customer-focused culture and continuously look for people who will add value to our business and to the products and services we offer.

Team oriented, involved associates are our most valuable resources, and we are passionate about attracting, developing, and retaining the best talent. Building the right team and giving them the right environment in which to work leads to solutions that help our customers win, which is a win for us, too.

At ESAB, you will find a multi-cultural work environment that values ideas, rewards initiative, and encourages involvement in the workplace and also in the community. Your opportunities to learn, collaborate and achieve your goals are virtually unlimited.

Equal Employment Opportunity (EEO)
As an equal opportunity employer, we do not discriminate against any associate or applicant for employment because of sex, color, race, ethnicity, sexual orientation, gender identity, physical or mental disability, age, pregnancy (including childbirth, lactation, and related medical conditions), religion, military/veteran status, national origin, marital status, family or caregiver responsibilities, or any other characteristic or status protected by law.

Pay Range: