The Product Service Engineer will be responsible for product reliability and lifecycle performance, working cross-functionally with Engineering, R&D, Quality, Operations, and end users to investigate field issues, apply structured root cause analysis, and translate real-world product performance into actionable engineering improvements across the company’s medical device portfolio.
This role sits within the Product organization and serves as a key link between real-world product performance and engineering execution. The Product Service Engineer leverages field performance data, service insights, and post-market surveillance to drive corrective actions, structured product improvements, and ongoing product evolution.
The Product Service Engineer leads in-depth investigations of returned devices (RMA), performing root cause analysis of mechanical, electrical, and hardware-related defects (software excluded), and ensures effective resolution of technical issues. The role supports post-market surveillance activities, preventive maintenance strategies, customer support, and technical training, and leads the transition of RMA repair activities from in-house servicing to an approved third-party service organization for large and strategic accounts, in coordination with the Operations Department.
In parallel, the Product Service Engineer leads engineering initiatives arising from service insights, market feedback, and post-market surveillance, and works closely with R&D and NPI teams to implement product and design improvements that enhance performance, reliability, and serviceability.
Key Responsibilities:
Technical Service Management (60% of the Role):
- Own analysis of field performance and reliability of the company’s electromechanical medical devices.
- Lead failure investigations of returned devices (RMA), performing structured root cause analysis of mechanical, electrical, and hardware-related issues (software excluded).
- Analyse mechanical assemblies, tolerances, wear mechanisms, pressure paths, and component interfaces to identify design, process, or usage-related issues.
- Translate service and post-market findings into engineering problem statements, corrective actions, and product improvement requirements.
- Work cross-functionally with Engineering, Manufacturing, Quality, and Operations to implement design changes, reliability improvements, and manufacturability optimizations.
- Oversee Tier 1 and Tier 2 technical support activities from an engineering escalation perspective, ensuring complex issues are resolved at the system level.
- Support remote diagnostics and troubleshooting through interpretation of mechanical and hardware-related field data.
- Monitor and analyze product reliability trends across the installed base.
- Define and refine preventive maintenance strategies based on engineering analysis and field experience.
- Perform and oversee quality and safety verification of repaired and serviced devices.
- Provide engineering-driven recommendations for product improvements and future feature development.
- Document investigations, analyses, and conclusions in clear technical reports for Product, Engineering, and Management.
- Lead, in coordination with Operations, the transition of RMA repair activities from in-house servicing to an approved third-party service organization supporting large and strategic accounts.
Engineering Project Management (20% of the Role):
- Own and lead the mechanical engineering domain within the Product organization, serving as the primary authority for mechanical design, performance, reliability, and serviceability aspects of the product.
- Lead product improvement initiatives driven by service insights, market feedback, and post-market surveillance, ensuring mechanical considerations are fully reflected in product strategy and lifecycle decisions.
- Translate field, service, and post-market findings into mechanical product definitions, PRD inputs, and detailed mechanical requirements, aligned with overall product roadmap priorities.
- Contribute to the creation, review, and maintenance of Product Requirements Documents (PRDs), specifically owning the mechanical sections, assumptions, constraints, and acceptance criteria.
- Work closely with R&D and NPI teams to define, review, and implement mechanical design solutions, including assemblies, materials, tolerances, interfaces, and serviceability considerations.
- Drive continuous mechanical product improvement by integrating investigation outcomes into ECOs, design updates, and next-generation product planning.
- Ensure that mechanical product requirements and design decisions are traceable through design, verification, and lifecycle documentation.
- Act as the mechanical point of contact within the Product department for cross-functional discussions involving Engineering, Quality, Operations, and external partners.
Training (20% of the Role):
- Develop technical training materials focused on product structure, mechanics, failure modes, and serviceability.
- Deliver Tier 1 and Tier 2 technical training sessions for internal teams and external service partners.
- Travel as needed to support training and deployment activities.
- Mentor and support junior service personnel and technicians.
- Stay current with relevant industry standards, technologies, and best practices.
Job Requirements – Product Service Engineer
- Bachelor’s degree in mechanical engineering, Electrical Engineering, or a closely related engineering discipline
- Minimum of 3 years of relevant industry experience in mechanical and/or electrical product engineering, service engineering, or technical support roles
- Hands-on experience investigating mechanical and electrical field issues and performing structured root cause analysis
- Strong understanding of electro-mechanical systems, including assemblies, power, sensors, actuators, and interconnects
- Experience supporting Level 2 service investigations, RMA analysis, and failure diagnostics for mechanical and electrical components
- Ability to translate field performance data into design, reliability, or manufacturability improvements
- Experience working cross-functionally with R&D, Quality, Operations, and Manufacturing
- Familiarity with technical documentation, drawings, BOMs, test procedures, and engineering change processes
- Strong analytical and troubleshooting skills with a hands-on, methodical approach
- Excellent written and verbal communication skills in English
- Ability to work independently and manage multiple technical investigations in parallel
Opportunities & Growth
This role offers a unique opportunity to operate at the intersection of Product ownership, real-world performance, and engineering execution. The Product Service Engineer will have a direct impact on product reliability, long-term lifecycle performance, and the evolution of current and future products, while playing a central role in connecting post-market insights to the company’s product strategy. The role includes full ownership of Level 2 service investigations and the technical leadership of the company’s Tier 2 service operations, with a clear growth path as additional Tier 2 service centers are established globally and the service engineering organization expands accordingly.