Science is a clinical stage, vertically integrated technology company focused on solving some of neuroscience’s hardest questions and most serious unmet medical needs. We work to restore quality of life to those with debilitating conditions for which there are no treatment options, creating devices aimed at restoring vision, cognition, and mobility to patients who have lost it. To support progress across our industry, we provide state-of-the-art components and vertically integrated infrastructure for others to build on via Science Foundry.
We are seeking an outstanding Customer Service Engineer to support our PRIMA program. You will run a robust breakdown and repair management service that keeps our products functional and compliant, and you will execute the product supply and logistics that get devices and materials to clinical sites, patients, and field teams on time. Patient safety, product compliance, and customer satisfaction sit at the center of the role.
Role Responsibilities:
After-sales service and repair management
- Oversee the receipt and handling of customer requests (orders, deliveries, product returns, complaints) and prepare the associated after-sales service files.
- In collaboration with technical product experts, help identify and diagnose complex issues, anomalies, and failures, and propose relevant solutions.
- Perform and manage repair operations at the Paris service lab, with full traceability of returned and repaired product.
- Support complaint intake and documentation within the Quality Management System, working with QARA so that reportable events are escalated and adjudicated by Quality. Complaint decisioning remains a QARA responsibility; this role enables it.
- Ensure the quality and compliance of all support and maintenance operations performed.
- Monitor failure indicators and processing times, and proactively propose continuous improvement initiatives, including the planning and optimization of laboratory processes dedicated to service operations.
- Execute outbound product supply against the Supply and Production Plan owned by Manufacturing Engineering, including shipment of PRIMA Stim chips and back-ups ahead of new implant procedures.
- Ship PRIMA Companion units and back-ups for newly implanted patients as they begin rehabilitation.
- Manage replacement shipments to patients for damaged, lost, or defective units, with capacity planned at approximately 1.5x new-implant volume.
- Ship replacement rehabilitation accessory kits to rehab specialists.
- Feed consumption, returns, and fulfillment data back to Manufacturing Engineering to keep the Supply and Production Plan accurate.
- Maintain the supply of parts needed to repair or replace returned product, and inform manufacturers and suppliers of complaints and disputes concerning their products.
- Maintain lot and serial traceability across all shipments, and manage cross-border logistics, customs, and Incoterms for movements between France, Germany, and other clinical or commercial sites.
- Coordinate the shipment of marketing collateral, demo materials, and congress and booth materials, including pre-positioning of collateral with field representatives to reduce repeat shipping.
- Establish and maintain consignment inventory control for demo devices held by field representatives, with unit-level traceability, since demo devices are medical devices subject to handling and accountability requirements.
- Work closely with the Sales, Production, Clinical, and QARA teams.
- Produce clear documentation and communication in both French and English.
Key qualifications:
- 3+ years of relevant experience in technical service, after-sales engineering, or supply and logistics within a regulated industry; medical device experience strongly preferred.
- Engineering background, with a degree from an engineering school or equivalent practical experience.
- Working knowledge of medical device quality and regulatory frameworks (ISO 13485, EU MDR), including complaint handling, returned-goods/RMA workflows, traceability and UDI, and CAPA inputs.
- Fluent written and spoken French and English.
Preferred qualifications:
- Class III medical device experience.
- Experience with implantable devices or active electronic medical components.
- Experience coordinating international shipping of medical devices, including customs, Incoterms, and consignment inventory control.
- Familiarity with ERP and complaint-management or QMS systems.
- German language skills, given clinical activity in Germany.
Science Corporation is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do their best work.
We seek applicants of all backgrounds and identities, across race, color, ethnicity, national origin or ancestry, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Science will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local laws.
