Medical Device Product Support Engineer

Ascensia Diabetes Care is a global specialist diabetes care company, dedicated to helping people living with diabetes. Our mission is to empower people living with diabetes through innovative solutions that simplify and improve their lives. We use our innovation and specialist expertise in diabetes to develop high quality solutions and tools that make a positive, daily difference for people.

At Ascensia, our values serve as the bedrock of our organization. They guide our decisions, actions, and interactions, shaping the culture we collectively foster.

Our Values include:

• Resilient Growth Mindset
• Executional Excellence
• Courageous Leadership
• Inclusive Collaboration

We believe that when we live our values authentically, both individually and as a team, we unlock our true potential and drive sustainable success.

Job title: Medical Device Product Support Engineer

About the Opportunity:  Ascensia is looking for a Medical Device Product Support Engineer to join our team and play an important role in supporting the performance, quality, and reliability of our medical device and software products. In this position, you will provide expert technical support, investigate product issues, and collaborate with cross-functional teams and manufacturing partners to drive continuous improvement. You will also help enhance the customer experience by developing technical resources, supporting global service teams, and contributing valuable insights throughout the product lifecycle.

Location: Warsaw – hybrid – 2 days per week on-site presence required.

Please note that this role requires a candidate to be a holder of work permit & residency in Poland.

What you will do:

• Provide technical support expertise for medical devices and software products, including troubleshooting, root cause analysis, and resolution of complex customer issues throughout the product lifecycle.

• Partner with third-party manufacturers to manage product support activities, complaint investigations, quality issues, and corrective actions while ensuring compliance with regulatory requirements.

• Develop and deliver technical documentation, training programs, troubleshooting guides, service bulletins, and product communications to support global Customer Service teams.

• Participate in cross-functional product development, technical review boards, and lifecycle management teams, providing customer support insights to improve product design, performance, and user experience.

• Analyze complaint trends and field performance data, identify opportunities for product improvements, and drive initiatives that enhance product quality, reliability, and customer satisfaction.

What you need for success:

• Bachelor's degree in Life Sciences, Mechanical Engineering, Software Engineering, Biomechanical Engineering, or a related discipline is required.

• Minimum of 3 years of product or equipment support experience in the Pharmaceutical, Medical Device, or IVD industry is required.

• Fluent English is required.

• Demonstrated ability to investigate and resolve complex quality, technical, and customer service challenges by collaborating effectively with cross-functional stakeholders.

• Knowledge of Medical Device Quality Management Systems (QMS) and a thorough understanding of international regulations and compliance requirements governing medical devices is an asset.

What we can offer you:

• Friendly team and a supportive work environment

• Employment contract with a hybrid work model

• One-time allowance for home office setup

• Monthly lunch card worth 320 PLN

• Annual performance-based bonus

• Life insurance and private medical care (Luxmed VIP package with dental coverage)

• Pension Plan (PPE) and Employee Assistance Program

• Multicafeteria benefits (e.g., sport card, cinema tickets)

• Access to LinkedIn Learning with a wide range of training courses

• Online language learning via eTutor

• Access to an audiobook platform

Total Rewards:

The gross monthly base salary range for this position is 12 500 PLN – 15 500 PLN. In addition, employees may be eligible for an annual performance-based bonus of up to 18% of annual gross base salary, in accordance with the Company’s bonus policy. Compensation within the range will be determined based on objective criteria such as relevant skills, experience, and qualifications.

Ascensia Diabetes Care Poland offers a wide range of benefits, including medical care, dental care, life insurance, private pension plan (PPE), lunch card and more.

Interview Process:

1. Initial Interview with Talent Acquisition Partner – an introduction to the role and a discussion of your background and experience.

2. Team Interviews – meet the hiring manager and key team members to review your experience, approach, and ways of working.

3. Decision and Offer – we will share next steps, provide full details, and answer any questions you may have.

#LI-FP1

TO ALL RECRUITMENT AGENCIES:  Ascensia does not accept unsolicited third-party resumes.
 

Building an Inclusive Culture: We are a company that brings varying backgrounds, ideas, and points of view to inventing on behalf of all customers. Our diverse perspectives are enriched by many dimensions, including race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience. We are committed to diversity, equity, and inclusion, and leveraging our unique perspectives to scale our impact and growth.