Escalation Support Engineer II

Company Overview

Outset is a medical technology company pioneering a first-of-its-kind technology to reduce the cost and complexity of dialysis. The Tablo Hemodialysis System, FDA cleared for use from the hospital to the home, represents a significant technological advancement that transforms the dialysis experience for patients and operationally simplifies it for providers. Tablo serves as a single enterprise solution that can be utilized across the continuum of care, allowing dialysis to be delivered anytime, anywhere and by anyone.  The integration of water purification and on-demand dialysate production enables Tablo to serve as a dialysis clinic on wheels, with 2-way wireless data transmission and a proprietary data analytics platform powering a new holistic approach to dialysis care. 

Position Overview:

A Escalation Support Engineer, reporting to the Escalation Support Manager, will be responsible for providing technical support to our customers and customer facing teams to resolve complex console and other technical issues.

The ESE will interact with Sales, Field Service, and directly with customers to drive resolution of escalated customer complaints.  This will include providing live phone support, handling tickets from a team queue, and performing follow-up investigations and data reviews.  To carry out these duties, the ESE will need to possess and apply basic engineering theory to accurately diagnose issues, determine root cause, and determine appropriate solutions.  The ESE will also monitor trends and provide feedback to the Product Support team to influence R&D priorities.  As this position is primarily performed remotely, excellent communication and collaboration skills will be crucial to your success.  Prior experience in technical troubleshooting, in person or via phone, are also highly preferred.

ESEs will be responsible for properly documenting all activities and duties performed in accordance with Outset’s Quality Management System policies and procedures.  ESE will be expected to perform duties during their regularly scheduled shift as well as participate in an on-call rotation for after-hours, weekends, and holidays.  The ability to travel will be required for activities such as team meetings, trainings, and for field ride-alongs, etc.

Essential Job Functions and Responsibilities:

• Provide remote technical support to customers and Outset employees during scheduled hours, including a weekend/evenings/holidays rotation and in compliance with service level agreements
• Able to be a leader in the metrics around escalated cases and FSE support tickets
• Be a technical subject matter expert on Outset Medical products and the accompanying software ecosystem
• Supports and trains ESE I peers on core team functions (Cases, FSE Support)
• Promptly respond to, triage, and resolve incoming support requests by following established procedures in the CRM
• Thoroughly document work on customer issues and escalate as needed to ensure a timely response/resolution
• Provide detailed feedback to cross functional departments including Product Support, Quality, and Engineering regarding performance, serviceability, and customer feedback
• Support the development of training materials for the Service Organization
• Excellent communication skills to collaborate with others and make the complex simple and actionable
• Drive continuous improvement by identifying trends and recording new knowledge
• Perform other job duties as assigned by management
• Added responsibilities for a ESE II include the ability to perform console validations and console service history reviews

Requirements/Qualifications:

• Associates degree in Engineering (Electrical, Mechanical or Fluidics) strongly preferred or military equivalent
• 2+ Years as an Outset Technical Service Engineer or equivalent external experience required
• Demonstrated ability to read technical manuals and apply engineering concepts to comprehend and resolve technical issues
• Possess solid customer service skills. Ability to effectively troubleshoot and coach end users of various levels of technical expertise
• Self-motivated with strong work ethic, able to work independently and properly document all activities
• Excellent communication skills including good grammar, enunciation and listening skills
• Friendly, energetic, and personable attitude
• Ability to be flexible and adapt to changing business needs
• Ability to work in a team environment
• Medical device experience is a plus
• Ability to travel 15%

Mission Critical Competencies:

1. Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

      2. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

1. Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

1. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

1. Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn’t defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions.

Outset also offers the following benefits:

• Medical 
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays + Volunteer Day