Peter Nguyen
Product Support Engineer @Outset Medical, Inc.
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WORK HISTORY
Product Support Engineer @Outset Medical, Inc.
San Jose, CA, US
Provide operational & service engineering support of Tablo system and digital platforms- Drive product and process improvements: Resolve real-time field escalations, develop technical service content, & evaluate field issues- Liason between Outset\'s internal technical groups (Engineering, Quality, Manufacturing) & Service (Field Service, Field Support, Logistics, Customer Experience, Technical Support, Planning, Marketing).(Agile)- Troubleshooting support of Tier 3 escalations (Inter-department relations: Tier I/II, QA, R&D)- Support software & hardware product development: validation, documentation, and deployment strategies- Review & interpret system log files & failure descriptions to determine possible trends in parts consumption.(SFDC)-Support hardware & software development processes on behalf of service: define product requirements, negotiate & influence key stakeholder in prioritization and development of service features- Cross functionality with Engineering & Quality teams, lead service strategy definition & execution for software and hardware- Develop & maintain service procedure, service bulletins, training materials, & knowledge base articles via Adobe InDesign & MS Word- Develop, manage, and drive continuous improvement in field tooling (hardware, software, and infrastructure tools)- Drive complex failure investigations, data collection and analysis, and collaborate closely with the engineering team to identify product design, service, & quality improvement opportunities- Identify & drive service-side business process improvements & standardization- Identify & support technical training team in delivery and continuous improvement of training program for service personnel- Provide technical support for Quality/Post-Market activities (CAPAs, field actions, etc.).Achievements:2023 Annual NSSM Award Winner -\"Outstanding service to patients, customers & employees.\"
EDUCATION
Jack Welch Management Institute
Certificate, Executive Leadership
Thomas Edison State University
Bachelor of Science - BS, Technical Studies
San José State University
Transferred , Industrial Technology (Electronics & Business)
ABOUT PETER NGUYEN
If we can\'t explain this concept to a 10 year old of average intelligence, then what do you think the auditors are going to say?\"
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