Position Summary


The primary function of this role for a Principal Software Engineer / Customer Complaint Investigator in ICU Medical's Infusion System R&D organization is to manage and perform R&D Engineering Analysis in support of Product Complaint Investigations for products developed and supported by R&D Engineering. These products include but may not be limited to: Medical Safety Software, Large Volume Infusion Pumps, Pain & Ambulatory Pumps, and Syringe Pumps. Work is highly independent, and this role may assume a team lead role for the work group.



Essential Duties & Responsibilities


• Provide R&D expertise to ICU Medical Customer Support groups (including Technical Support, Executive Data Analytics, Clinical Consultants, Sales, and others). This support includes but may not be limited to:

o Data-Mine SQL Server databases and analyze/modify SQL Stored Procedures to investigate reported problems and explore product improvement (whether due to customer requests or internal initiatives).

o Analyze data collected from Customer Site to investigate reported support requests and customer complaints. This data includes but may not be limited to: Pump logs, Event Reports, Software debug logs files, Product generated Reports, Customer provided data.

o Using product expertise to help clarify issues reported by customers. E.g. Sometimes a "symptom" seen by customer implies a very different underlying cause.

• Perform root cause analysis of complex issues to help provide answers/solutions to problems identified both internally and by our customers.

• Use appropriate Software languages and environments to write Tools (as needed) to assist in analyzing data in support of the above investigative tasks.

• Contribute to the technical implementation of projects as required for the R&D Engineering team. This may include identifying and resolving issues discovered within our product software.

• Analyze, evaluate and plan methods for the solution of complex problems.

• Willing and able to accept the challenge of reverse engineering existing code to determine possible root causes of issues as well as engineering solutions within the code base.

• Work on special projects as assigned.



Knowledge & Skills


• Must have a proven track record of developing and launching successful products.

• Solid deep knowledge in Java, C++, and SQL with strong database experience.

• Experience developing and debugging complex software systems.

• Ability to foresee and recognize potential issues that impact our products and to work diligently with management and appropriate team members to resolve these issues.

• Strong knowledge of Object-Oriented analysis & design methodologies

• Previous experience in Medical Device or another regulated industry.

• Able to self-manage multiple prioritized tasks and time effectively.

• Strong verbal and written communication skills and can communicate effectively with remote team members.

• Advanced ability to communicate effectively with both technical and non-technical team members as well as with Customers when needed.



Minimum Qualifications, Education & Experience


• Must be at least 18 years of age

• Bachelor's degree from an accredited college or university is required

• 10+ years of software engineering experience

• Must pass pre-employment drug screen and background check



Work Environment


• This job operates in a professional office environment and routinely uses standard office equipment.

• This is largely a sedentary role.

• Typically requires travel less than 5% of the time


ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.