• Provide direct Customer Advocacy support by conducting hands-on investigations of reported device malfunctions. • Perform failure analysis and work with software engineers to determine root causes. • Collaborate and communicate with interdepartmental groups—including Regulatory, Quality Assurance, R&D, and Process Engineering—to provide documentation and operational support for device malfunction issues. • Design, improve, and implement complaint investigation processes. • Understand the technical architecture of internally developed applications. • Utilize structured problem‑solving and drive engineering studies using standardized methodologies and statistical data analysis. • Ensure documentation is updated to reflect changes made to a process or product. • Track failures or enhancement requests.