Principal Wireless Networking Engineer

Job Title: Principal Engineer-Wireless NetworkingPrimary Function:A Principal Engineer – Wireless Networking resolves hardware and software product inquiries escalated from the Help Desk Level 1 support team and ICU Medical field installers. This position will provide customer updates and expert solutions to complex customer inquiries within a timely manner as stated in ICU Medical's Service Level Agreements. The Principal Engineer will drive attainment of key performance metrics via adoption of ICU Medical's knowledge management process, mentoring staff, and participation in departmental initiatives.Major Duties and Responsibilities:Query and Issue Resolution: Respond to customer queries and resolve product and service issues in accordance with Help Desk processes, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level munication: Ensure that all affected parties have consistent, professional, and effective communications (verbal, presentation, written) throughout the query and issue resolution process in accordance with Communication plan, Incident Management service levels, and ICU Medical communication guidelines and policies.Knowledge Management: Recommend Knowledge Management solutions to the Knowledge Management engineer. Prepare Knowledge Articles in accordance with the Knowledge Management process guidelines and writing standards. Maximize the use of Knowledge Management tools during query and issue resolution processes.Performance Metrics: Achieve or exceed individual Key performance metrics, including Call and Incident Management customer response service levels and Knowledge Management utilization. Contribute directly to the achievement of group customer satisfaction and Field Sales Satisfaction measures.Projects/Products: Participate in team and individual projects as requested by management. A Principal Engineer may lead complex projects, manage project requirements, budgets, and outputs, and present technical, schedule, and financial updates to management.Training: Prepare, conduct, and monitor training activities to ensure team members possess sufficient knowledge of the project/product to successfully engage customers, co-workers, and vendors at the correct level.Tools: Identify, procure, conduct training, and assist co-workers and customers on the use of networking tools to identify issues and effect resolution of issues.Standards: Identify industry standards to be used within ICU Medical along with industry standards in use by our customers, including standards for networking, security, and other relevant petencies:Communication Skills: Must have a high level of verbal, listening, and written skills and be flexible to adjust to the customer audience. Ability to author knowledge articles is essential.Problem Solving: Must have a strong desire to solve problems and articulate an identifiable problem-solving method, applying appropriate methods depending on the situation.Accountability: Predominantly self-propelled; possess a sense of urgency; demonstrates personal drive and commitment.Presentation Skills: Demonstrates strong customer-facing/presentation skills, understanding how to deliver technical messages to both non-technical and technical terpersonal Skills / Professionalism: Clearly expresses ideas and concepts verbally and in writing, ensuring information presented is unambiguous, accurate, well-organized, and concise.Leadership: Demonstrates leadership as a project/product leader, a team leader, or a Subject Matter Expert in his/her area of expertise, providing mentoring for other team members.Education and Experience:BS DegreeMSCE/MCSA, CCNA, CCNE, or equivalent experienceStrong communication and presentation skillsPlus experience in 5 or more of the key areas below:Microsoft Server software and Microsoft SQL Server (2-4+ Years)VMWare usage and optimization (2-4+ Years)Blade server environment/Application Servers/JBOSS/Multi-tier web services (1-3 Years)Sniffers (i.e., Wireshark) (4+ Years)Wireless Technology Infrastructure (Cisco/Aruba) (4+ Years)Wireless Network Performance Tuning/Optimization (4+ Years)Patch/Update Methodology (4+ Years)Travel = 0-25%Salary Range: $140,000 - $150,000The salary range displayed represents the annual base salary we reasonably expect to pay for this role. The actual salary may vary based on various factors, including relevant experience, skills, education, licensure/certifications, and geographic location.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. #J-18808-Ljbffr

Created: 2025-09-17