Medical Products Technical Support Engineer

Job Description

Job Description

We are looking for a Medical Products Technical Support Engineer to join a wholesale distribution organization in Monroe, North Carolina on a contract basis with the potential for a permanent position. In this role, you will act as a key technical contact for escalated support needs, helping customers understand product usage, resolve application-related issues, and improve their overall service experience. This position works closely with internal teams to address complex concerns, support investigations, and deliver knowledgeable guidance to hospitals, laboratories, distributors, and other end users.

Responsibilities:

• Manage advanced support requests related to product performance, usage questions, and application troubleshooting for customers and internal partners.

• Provide clear technical guidance to users with different levels of experience, ensuring proper product use and effective issue resolution.

• Build strong working knowledge of product lines, including functionality, practical applications, limitations, and recommended usage practices.

• Partner with Quality, Marketing, Customer Service, and Help Desk teams to investigate escalated cases and coordinate timely resolutions.

• Contribute to complaint review activities by gathering details, documenting findings, and supporting root cause and corrective action efforts.

• Deliver follow-up communication to customers to confirm resolution, reinforce best practices, and maintain a high standard of support.

• Assist with customer onboarding, product education, and training efforts for healthcare, laboratory, and distribution-based accounts.

• Escalate critical concerns when needed and support occasional onsite visits when additional technical assistance is required.

• Work within business platforms and support tools, including environments such as Salesforce or similar service systems, to track issues and maintain accurate records.

• Background in application support, technical services, customer support, or a similar client-facing technical role.
• Experience working in medical device, diagnostics, life sciences, laboratory products, healthcare, or a closely related industry.
• Ability to troubleshoot product usage challenges and explain technical information in a clear, customer-friendly manner.
• Familiarity with supporting escalated issues and coordinating resolution across multiple internal teams.
• Understanding of laboratory, bioscience, or medical device products and the environments in which they are used.
• Exposure to business systems or service platforms such as Salesforce, ERP tools, or comparable support applications.
• Knowledge of technologies such as Active Directory, Dell hardware, Cisco environments, computer hardware, or general application support tools is valued.
• Scientific coursework or experience in biology, microbiology, chemistry, bioscience, or a related field is preferred.