Medical Device Customer Support Technician

Job Description Job Description Are you interested in neuroscience, medical technology, and hands-on problem solving? Are you a self-motivated, detail-oriented individual who enjoys helping customers and troubleshooting technical and service-related issues? If so, you may be a strong fit for our growing team.
We are an innovative, Denmark-based medical device manufacturer specializing in clinical and research technology for non-invasive brain stimulation. We are seeking an entry-level Medical Device Customer Support Technician to serve as the first point of contact for customer service and technical support inquiries.
In this role, you will handle incoming customer calls and emails, perform initial technical troubleshooting of medical devices , and resolve issues whenever possible before escalation to field service technicians. This position plays a critical role in ensuring efficient service delivery, minimizing downtime, and supporting clinicians and researchers using our technology.
This is a unique opportunity for a highly motivated individual interested in combining customer service with medical device technology in a fast-growing, innovative field.
Primary Responsibilities:
Provide technical support and service on medical devices , addressing all incoming requests via phone or email. This is not an IT position
· Serve as the first line of support for customers via phone and email regarding medical device issues (not an IT helpdesk role)
· Perform initial remote diagnosis and troubleshooting of device-related issues
· Resolve basic technical problems independently when possible
· Determine when escalation to senior or field service technicians is required and document issues clearly for handoff
· Maintain a strong focus on customer experience, urgency, and issue resolution
Log all service requests, warranty cases, and customer interactions in Salesforce
· Maintain accurate service records and case documentation
· Create and manage preventive maintenance (PM) reminders in Salesforce
· Track service history and support contract compliance

Secondary Responsibilities
Provide in-house service support when other technicians are occupied.
Manage logistics for demo/back-up equipment, including handling demo shipments and maintaining inventory.
Assist with virtual demos when other service personnel are busy.
Qualifications:
• Background in biomedical engineering, life sciences, neuroscience, BMET or related technical field preferred
• 1–2 years of customer service or technical support experience, ideally in medical devices or healthcare technology
• Strong understanding of anatomy and physiology required
• Knowledge of neurophysiology or neuropsychiatry is highly desirable
• Basic understanding of electronics or medical device systems preferred
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Proficiency with computers and CRM systems (Salesforce experience a plus)
• Comfortable working in a fast-paced, customer-facing technical environment
• Ability to lift up to 75 lbs and work in environments requiring physical equipment handling
This role involves a combination of primary and secondary tasks, requiring a candidate with a biomedical background, customer support experience in medical devices, and the ability to handle technical responsibilities. Strong communication skills and adaptability are crucial for success in this role.
Job Type: Full-time
Pay: $55,000.00 - $64,000.00 per year
Benefits:
401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Schedule:
Day shift
Monday to Friday
Ability to Relocate:
Alpharetta, GA: Relocate before starting work (Required)
Work Location: In person
Company Description MagVenture is a family-owned Danish company that was founded in 1991 and today has 170+ employees worldwide. We develop, produce and market a wide range of advanced medical equipment that is based on the use of powerful pulsating magnetic fields. The technique is used today in a wide range of specialties, e.g., we have FDA clearance for the treatment of depression and OCD in the US. Today, the treatment is widely adopted and reimbursed, especially in the USA, and MagVenture is the largest supplier worldwide. The technique is
also used for advanced rehabilitation and for neurological diagnostics. Some of our products are used for research and are used e.g., by Harvard and Stanford Universities for the development of
new treatment methods. In the long term, the methods are expected to be activated in other application areas. Our equipment is sold worldwide through our own subsidiaries in the USA, Germany, China, Brazil and UK as well as through distributors in a further 55 countries.
MagVenture, Inc. was established in 2010 as a subsidiary of MagVenture A/S in Denmark. Company Description MagVenture is a family-owned Danish company that was founded in 1991 and today has 170+ employees worldwide. We develop, produce and market a wide range of advanced medical equipment that is based on the use of powerful pulsating magnetic fields. The technique is used today in a wide range of specialties, e.g., we have FDA clearance for the treatment of depression and OCD in the US. Today, the treatment is widely adopted and reimbursed, especially in the USA, and MagVenture is the largest supplier worldwide. The technique is\r\nalso used for advanced rehabilitation and for neurological diagnostics. Some of our products are used for research and are used e.g., by Harvard and Stanford Universities for the development of\r\nnew treatment methods. In the long term, the methods are expected to be activated in other application areas. Our equipment is sold worldwide through our own subsidiaries in the USA, Germany, China, Brazil and UK as well as through distributors in a further 55 countries.\r\nMagVenture, Inc. was established in 2010 as a subsidiary of MagVenture A/S in Denmark.