Technical Support Engineer (m/w/d)
About The Position
This role provides technical support for customers and internal stakeholders via phone and remote diagnostics. The engineer will troubleshoot complex robotic system issues, review error logs, and coordinate field service activities. The position involves creating and managing service requests, supporting continuous improvement of processes, and collaborating with various teams to resolve issues. Additionally, the role includes supporting new team members, ensuring compliance with regulatory requirements, and participating in on-call and occasional onsite support. A key responsibility is acting as a Medical Device Consultant in Germany and Austria after required training.
Requirements
- Bachelor´s degree in Mechanical Engineering, Electrical Engineering, Electronics, or Bio-Medical Engineering.
- Strong technical troubleshooting and communication skills.
- Familiarity with CRM systems, ideally Salesforce.
- Customer-focused, organized, and able to work in a fast-paced environment.
- Fluent in English and German.
Nice To Haves
- Experience in technical support, customer service, or medical devices preferred.
Responsibilities
- Provide technical support for customers and internal stakeholders via phone and remote diagnostics.
- Troubleshoot complex robotic system issues and escalate when necessary.
- Review error logs and RemoteFE reports and coordinate field service activities through Salesforce/CRM.
- Create, manage, and track service requests and technical documentation.
- Support continuous improvement of processes, procedures, and knowledge base content.
- Collaborate with service, sales, marketing, and engineering teams to drive issue resolution.
- Support onboarding and mentoring of new team members.
- Ensure compliance with regulatory and quality requirements, including FDA standards.
- Participate in on-call, holiday, and occasional onsite support activities.
- Act as a Medical Device Consultant (Medizinprodukteberater) in Germany and Austria following required training.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
