QA and Customer Experience Technician
SmartScan Technologies designs, builds, implements, and supports the hardware and software for our proprietary and highly customizable environmental monitoring systems that are used across multiple regulated industries, such as labs, pharmacies, warehouses, and hospitals. Our systems allow customers to focus on their own work while being notified right away of any excursions in temperature, pressure, particle counts, or other critical environmental variables. All the data our systems collect is stored in a database that can be queried to generate straightforward reports to be presented to their own customers or auditors whenever needed.
Quality Assurance encompasses both making sure things work right before they ship and also that customers are satisfied with our products after they’ve been installed and commissioned. We are a small team that needs someone who wants to understand how all of the parts we work with fit together.
What you’ll do here:
Design and execute tests to validate the quality and stability of our components and systems.
Execute different types of testing on hardware and software.
Create detailed, comprehensive, and well-structured test plans and test cases.
As a part of an ISO 9001:2015 certified company, work closely with engineering to develop precise, quantifiable, and accurate measures of system performance.
Stay on top of system quality within a fast-paced and constantly changing environment as we pivot to meet customer needs.
Collaborate across the company in support of comprehensive quality strategy. Work with product, software, hardware, and operations teams to measure and drive improvements.
As a product expert, get involved in resolving customer issues as they come up, whether it be examining returned products to figure out what’s wrong, or providing remote troubleshooting support for customers who need it.
The skills and approach we’re looking for:
You take pride in being a flexible and creative problem solver.
You have excellent verbal and written communication skills, with a strong ability to describe bugs, provide evidence, and follow up on bug squashing.
You pride yourself on your ability to communicate across groups with occasionally conflicting needs.
You combine being detail oriented and computer literate with the creativity and flexibility to think big picture. Our components not only need to work flawlessly on their own, but as part of comprehensive systems that monitor the many interlinked environmental variables of our customers’ facilities.
You are a systems-oriented thinker. You will touch sensors, hubs that tie them together, the firmware that tells them how to behave, and the server software that gathers and presents all the data to end-users. You want to understand how all the moving parts fit together.
You have experience with testing or ticketing systems such as Zendesk, Jira, Redmine, or Testrail.
You have background, experience, and/or training in software/hardware testing, UI/UX testing, or hardware/software development.
You have experience in mapping test strategies to requirements and creating detailed test cases.
You are comfortable talking to (via phone and email) customers of varying technical aptitude and providing reassuring and helpful guidance to resolve issues they may be experiencing with our systems.