Technical Support Specialist M/F/X
About The Position
As Technical Support Specialist, you will play a key role in supporting NeuWave Medical’s mission to improve patient outcomes through innovative medical device technologies. You will be responsible for triaging customer technical inquiries through phone, email and/or other appropriate communications and assisting with failure analysis of RMA’d devices while working cross-functionally with Sales, Field Service, and Repair to drive best in class customer support. In this role, you will be required to travel within up to 10% of the time (domestic/international as applicable). Also, this role may require prolonged periods of standing, bending, sitting, and kneeling. You will be based at NeuWave headquarters in Madison, Wisconsin.
Requirements
- Bachelor’s degree or combination of equivalent training and experience.
- Familiar with keyboard typing and Microsoft Office Suite
- Effective analytical and problem-solving skills.
- Can read mechanical drawings and wiring schematics.
- Can sit in front of a computer screen and type for large amounts of time.
- Can lift 50 pounds.
Nice To Haves
- Experience in the Medical Device industry experience.
Responsibilities
- Provide customer support with accurate information in a courteous and timely manner. Including for product, procedure, technical, and troubleshooting information.
- Ensure confidentiality of patient and customer information, as well as NeuWave/Quantum confidential and proprietary information.
- Provide accurate documentation following quality requirements.
- Effectively question customers to capture accurate product and event information during every contact while maintaining a positive experience for the customer.
- Demonstrate understanding of and respond appropriately to verbal communications.
- Express written and oral ideas clearly, thoroughly, and consistently with appropriate tone and voice inflection, as well as use proper grammar, vocabulary, punctuation, and spelling.
- Apply critical decision-making skills toward assessing customers’ requirements for a successful resolution of their issue.
- Be a team player and also a strong individual contributor.
- Analyze test failures, troubleshoot and identify root causes of failures, and verify corrective actions.
- Act as a back up to repair, build, test, and configure spare parts.
- Aids with failure analysis of RMAs and properly documents findings providing detailed symptom descriptions of failures to aid in troubleshooting.
- Follow all applicable work instructions, set up and operate machines/equipment /fixtures to perform repair and testing processes as needed.
Benefits
- Access to a comprehensive offering of competitive benefits
- The salary range mentioned in this job offer includes both fixed and variable components.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
