Sustenance Engineer

We are looking for a Sustenance Engineer to support installed X-ray systems in the field (e.g., RAD, Fluoro, Mammo, etc.). The role involves managing complaints, escalations, and investigations for an assigned product or product family, while also driving System Engineering activities for the installed base. Key responsibilities include analyzing field issues and data, supporting issue resolution, executing hotfixes, bugfixes, and service packs, and contributing to continuous product and system improvements to ensure reliability, compliance, and customer satisfaction.

Your responsibilities

In this role, you are responsible for:

• Analyze and process complaints and escalations to identify root causes, including investigation of complaint parts.
• Proactively engage with RSC/HSC and other relevant stakeholders to ensure effective and timely complaint resolution.
• Initiate and manage investigations when required, involving relevant Function Blocks.
• Prepare complaint reports in collaboration with the DCU within defined timelines.
• Implement corrective and preventive actions (CAPA) based on PSG decisions.
• Drive system engineering activities for hotfixes, bugfixes, and service packs by supporting integration, ensuring stability and compatibility, and managing change processes including impact assessment, approvals, documentation, and execution.
• Contribute to the creation and maintenance of Knowledge Bases (SKBs).
• Monitor install base trends proactively and collaborate with stakeholders to derive meaningful actions.
  
  

Your qualification

To be successful in this role, your profile includes:

B.E./B.Tech./master’s degree in Mechatronics, Mechanical, Electrical, Electronics, Physics, or related field

3–4 years of hands-on experience in handling customer complaints and providing multi-level customer support.

Hands-on experience in troubleshooting medical imaging equipment.

Knowledge of Product life cycle and software engineering processes.

Knowledge of risk management principles (product compliance, patient safety, and regulatory adherence) with ability to handle safety complaints if required.

Familiarity with Siemens Healthineers products and solutions, X-ray technology/products is an added advantage

Excellent verbal and written communication skills

Your Contributions to the Organization

In this role, you create value for the organization by:

• Ensuring timely and effective handling of complaints, escalations, and investigations to safeguard product quality and patient safety.
• Implementing corrective and preventive actions (CAPA) and supporting continuous improvements across the installed base.
• Sustaining reliable system performance through the execution of hotfixes, bugfixes, and service packs.
• Collaborating with cross-functional teams and stakeholders to resolve field issues efficiently and strengthen customer trust.
• Leveraging installed base data and trends to derive actionable insights for product and process improvements.

---