Customer Technical Support Engineer
Are you passionate about making a difference in healthcare? Do you thrive in dynamic, tech-driven environments? We have an exciting opportunity for you to join a global market leader in vein visualization technology as a Customer Technical Support Engineer!
Our client’s NIR vein visualization device projects a vivid map on the skin of the underlying superficial vasculature, often invisible to the naked eye. Their technology supports peripheral IV assessment and access decisions. They aim to deliver novel technology solutions that improve venous assessment and vascular access outcomes. They seek exceptional talent to join their growing organization and expand their Team's depth.
Our client values their employees’ time and efforts. Their commitment to your success is enhanced by their competitive hourly wage compensation of $29 - $31 per hour, commensurate with experience, and an extensive benefits package including:
- Medical, dental, and vision benefits
- Generous Paid Time Off (PTO)
- 10 Paid Holidays
- 401k Program
They also work to maintain the best environment for their employees, where people can learn and grow with the company. They strive to provide a collaborative, creative environment where everyone feels encouraged to contribute to our processes, decisions, planning, and culture.
As a Customer Technical Support Engineer, you will provide timely Tier 1 troubleshooting of the company’s product malfunctions to medical device customers via phone and subsequent RMA administration. You will also provide essential technical support and troubleshooting positively and professionally to customers who are typically hospital biomedical engineers or nurses and interface with Engineering, Sales, Manufacturing, Marketing, and Finance to ensure high customer satisfaction with post-sale support.
To be successful, you should have:
- Knowledge of FDA regulations and ISO 13485 and experience with complaint handling preferred.
- Proficiency in CRM software (e.g., Salesforce) and Microsoft Office suite.
- Exceptional communication and customer service skills with attention to detail and empathy.
- Ability to handle challenging customers with professionalism and sound judgment.
- Bachelor or AA degree preferred with a major in engineering (biomedical, electrical, or mechanical), life sciences, physics, or healthcare (or 2+ years of related experience) and a minimum of 3 months in a customer-facing role.
Your responsibilities as the Customer Technical Support Engineer will include:
- Adhere to Quality System Procedures and ensure compliance with FDA regulations for post-sale service.
- Manage and resolve product complaints from start to finish, ensuring customer satisfaction.
- Serve as the primary contact for service cases, providing troubleshooting assistance via phone and email.
- Verify service entitlements and handle product repairs, replacements, and Return Material Authorizations (RMAs).
- Maintain accurate customer data in Salesforce and identify opportunities for process improvements.
Our client is an equal opportunity employer that welcomes and encourages workplace diversity. They do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
