Technical Customer Support Supervisor

Fortive•Everett, WA

About The Position

This is a working supervisor role, primarily focused on providing technical support for Fluke Health Solutions customers using our test equipment to maintain and troubleshoot medical devices in hospital and lab environments. The Technical Support Supervisor will troubleshoot, test, evaluate and support the users of medical device testers and lead a small team of Technical Support Associates. The role will be responsible for providing excellent customer experience, customer satisfaction, and service levels while supporting R&D, Product Management, and customer training initiatives. The Biomed engineer should provide expert assistance on hardware and software ensuring optimal performance and user satisfaction.

Requirements

Bachelor’s degree in biomedical engineering or equivalent preferred
Several years of Biomedical testing experience in a hospital or equal setting
Experience leading and managing people
Proficiency with Biomedical devices and medical device testing
Proficiency in reading, interpreting, and applying service manuals and technical documentation for medical devices
Proficiency with computers, operating systems, software, and hardware troubleshooting
Basic knowledge in ISO standards and compliance (ANSI/AAMI ES-1, IEC62353, IEC60601-1, AS/NZS 3551)
Strong problem solving, analytical, oral, and written communication skills
Must be fluent in English
Good knowledge of Microsoft Office
Ability to work independently while collaborating with peers and other professionals
A good and flexible team player

Nice To Haves

Experience within product testing, calibration, or metrology within healthcare and radiation testing
Familiarity with CRM or ticketing systems (preferred Zendesk)
Spanish proficiency is a plus

Responsibilities

Lead Technical support team in achieving KPIs related to customer experience and service level.
Be a primary point of contact for Technical Support collaboration with other departments.
Diagnose, troubleshoot, and resolve hardware and software issues related to medical device testers in Fluke Biomedical labs.
Execute hands-on testing, debugging, and evaluation of medical device testers together with infusion pumps, ventilators, defibrillators, electrical surgery units, etc..
Maintain lab equipment, perform regular calibrations, and ensure compliance with safety and regulatory standards.
Provide biomedical/technical Support via tickets, emails, and phone.
Support service & calibration, production teams, customer service, and quality engineers.
Collaborate with R&D teams during early-stage development for HW/SW testing.
Provide feedback to Product Management on device performance and usability.
Document testing, debugging, and testing results accurately (DMVM sheets, procedural documents, reports).
Support with training channel partners and customers on device usage and best practices.
Handle customer complaints related to device performance, collaborating with quality teams.
Support hospital-based testing scenarios and field evaluations as required.