Technical Support (German speaking) for Newborn Care

Natus•Schaumburg, IL

1d•Remote

About The Position

The German-speaking Technical Support Technician provides customer-facing technical support to customers and distribution partners through phone, email, and web channels, serving as the primary technical support contact for an assigned market or region. The role involves troubleshooting, managing cases through resolution or escalation, performing remote installations and maintenance, and maintaining accurate customer, product, and technical data. As part of the global Technical Support team for Newborn Care, the technician also shares technical expertise and provides cross-coverage for colleagues and customers in other markets. The role works closely with Field Service, Workshop, R&D, Sales, and other internal functions, and contributes to technical documentation, root-cause analysis, continuous improvement, and AI-supported support tools.

Requirements

Technical education or a degree in electronics, electrical engineering, mechatronics, medical technology, biomedical engineering, IT/technical systems, or a comparable discipline.
Experience in Technical Support, Field Service, Engineering, or a similar technical environment.
Strong analytical and troubleshooting skills.
Ability to understand technical systems and identify root causes.
Strong written and verbal communication skills.
Fluency in German.
Local market language where applicable.
Basic SQL knowledge and confidence working with data and digital systems.
Ability to work independently while also contributing as a team player.

Nice To Haves

Experience in a customer-facing hotline or support environment.
Experience with CRM or service management systems; Salesforce experience is a plus.
Additional European languages for global support roles.

Responsibilities

Provide technical support via hotline, email, and web.
Act as the primary Technical Support contact for an assigned market or region.
Diagnose and resolve technical issues and manage cases through resolution or escalation.
Perform remote installations, configurations, and technical assistance.
Maintain accurate customer, product, and technical data in Salesforce and other systems.
Support colleagues globally with technical expertise, troubleshooting, and cross-coverage.
Contribute to technical knowledge, documentation, and continuous improvement.
Work closely with Field Service, Workshop, R&D, Sales, and other internal functions.
Identify recurring technical issues and support root-cause analysis.
Contribute to the continuous improvement of AI-supported Technical Support tools and solutions.
Maintain professional, polite, and structured customer interactions.
Take full ownership of testing features and functionality.