Customer Support Technical Specialist - Medical Device
About The Position
As a Technical Service Specialist, you will serve as a subject matter expert supporting field service teams and customers worldwide by troubleshooting complex equipment issues, delivering hands-on technical training, and helping improve service programs and documentation. You'll work closely with global teams, provide direct customer support, and play a key role in ensuring associates and customers have the knowledge and resources needed for success. This position is ideal for someone with a technical background, strong communication skills, and a passion for developing others while solving challenging technical problems.
Requirements
- Two year technical degree.
- Minimum 2 years’ experience preferably as a technical support specialist, mechanical technician, or electrical technician.
- Demonstrated ability to communicate effectively both verbally and in writing.
- Demonstrated ability to use logical methods to identify and solve equipment problems.
- Desire to teach service training courses.
- Knowledge of troubleshooting computer hardware problems and performing computer diagnostics is desirable.
- Knowledge and use of PC software applications and skills to use them effectively.
- An equivalent competency level acquired through a variation of these qualifications may be considered.
Responsibilities
- Provides service support to company associates and customers.
- Delivers expert level training for global associates and customers.
- Suggests key input into the design, development, and delivery of service training programs.
- Escalates challenging technical customer service issues to Global groups for further resolution.
- Maintains equipment used for training and marketing trade shows.
- Reviews and provides feedback for service documentation (i.e. Spare part instructions and PM procedures).
- Takes care of direct phone support to customers and field repair staff in the appropriate region.
- Handles all aspects of call from initiation to resolution. Logs information into call tracking systems.
- Maintains tools used in training classes ensuring good working conditions and calibration.
Benefits
- multiple group medical, dental and vision plans
- a robust wellness program
- life insurance and disability coverages
- group accident
- hospital indemnity
- critical illness
- pet insurance
- 401(k) plan with a matching contribution
- vacation and sick time programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
