Service & Support Technician 100% (m/f/d)

Service & Support Technician

VirtaMed USA - Maitland, FL Full-time Permanent employee

We believe medical education is powerfully delivered through data-driven simulation. Since 2007, we have developed the leading solutions for training outside the operating room because we believe healthcare professionals should never have to perform a procedure for the first time on a patient.

VirtaMed's vision is to improve the quality of medical care with state-of-the-art, virtual reality-based medical training and education.

Our mission is to alter the way medical skills are taught. We believe in customer orientation, agility, diversity, and passion. We take joy in creating the best possible surgical training tools, and we are proud to be making the world a better place. This is what makes up our company culture.

Your Work

The Service & Support Technician is responsible for providing high-quality technical support to VirtaMed Inc. customers via phone, email, or in-person visits. This role includes performing in-house repairs on simulators and components, maintaining demo equipment, managing logistics, and ensuring accurate documentation. The technician also supports internal operations and collaborates with cross-functional teams to deliver exceptional customer experience.

Serve as a frontline representative for customer satisfaction by delivering remote technical support via email and phone. Take prompt action to diagnose and resolve issues to ensure minimal downtime for customers.

Perform in-house repairs on simulator hardware and components, including devices returned from customers. Handle software-related issues or escalate them to the development team when necessary.

Travel occasionally (with prior approval) to support simulators at customer locations, conferences, training centers, and hospitals.

Work closely with Sales and Training & Education teams to ensure simulators are properly installed and customers are well-trained. Escalate persistent issues to the appropriate internal stakeholders (e.g., Hardware Roundtable).

Follow established service and support protocols. Recommend process improvements and report deviations or inefficiencies to the Line Manager.

Participate in an on-call rotation to provide support outside regular business hours (Monday Friday), ensuring 24/7 customer assistance. On-call duties are equitably shared among the team.

Oversee the receipt and dispatch of equipment and ensure timely delivery of repaired devices to customers.

Maintain quality control, repair readiness, and secure storage for the simulator fleet. Secure storage of Fleet Management simulators in our warehouse. Address any scheduling conflicts directly with customers and manage the project to ensure a seamless experience for them.

Stay up to date with new product developments by attending training sessions. Continuously improve your skills to maintain our high standards of customer service.

With new products being developed regularly, attend training sessions and adopt a proactive approach to ensure we provide the high level of customer service our clients expect.

Your Profile

Minimum 2 years of experience working with mechatronic products and at least 1 year in a customer-facing service and support role. Strong technical troubleshooting and repair skills required.

Strong interest and proficiency in both hardware and software technologies. Enthusiastic about helping customers both remotely and on-site.

Pragmatic, flexible, and solution-focused with a "can-do" mindset. Highly customer-oriented and eager to go the extra mile when needed. Enjoys dynamic environments and thrives on achieving team goals and milestones.

Today, there are over 90 VirtaMedians worldwide, with innovation headquartered in Zurich, Switzerland, and a global network of expert partners. VirtaMed's simulation and advanced data analytics are embedded into medical education in collaboration with hospitals, medical societies, and medical device companies.

We are looking forward to your application! Please upload your CV, motivation letter, and your top-5 list of why you would like to work with us. For some recommendations from your possible future colleagues, check out the video and statements on the website at About us ? Company culture.