Technical Support Engineer

Department: Technical Services Reports To: Technical Services Manager Location: San Diego, CA ( In Office) Exempt: Yes Company Overview: TruMed Systems, Inc. is a leading provider of vaccine storage and handling solutions, serving clinics, health systems, and public healthcare facilities across the U.S. Our mission is to enhance healthcare outcomes by offering point-of-care inventory management systems that ensure product efficacy, patient safety, and operational efficiency. Our products, the AccuVax® Vaccine Management System and AccuShelf® Inventory Management System, work together to secure medication storage, automate inventory control, reduce medication errors, and optimize healthcare workflows. Position Overview: The Technical Support Engineer will provide Tier 2 support for complex hardware and software issues, collaborate with Tier 1 and Tier 3 teams, and contribute to continuous process improvement. Primary Responsibilities: Advanced Troubleshooting: Provide Tier 2 support for technical issues related to TruMed’s complex electro-mechanical hardware, refrigeration and control systems, using advanced diagnostic techniques to resolve problems efficiently. Escalation Handling: Act as the point of escalation for unresolved Tier 1 issues. Analyze cases, develop solutions, and guide customers or Tier 1 associates through the resolution process. Escalate to Tier 3 when necessary. Customer Interaction: Communicate with customers via phone, email, and chat, providing timely updates and ensuring a positive support experience with empathy and professionalism. Mentorship: Assist Tier 1 associates by sharing troubleshooting best practices and offering guidance on complex issues. Contribute to the training and development of the Tier 1 team. System Installations & Upgrades: Support customers with advanced installations, upgrades, and configuration of TruMed’s software and electro-mechanical hardware, ensuring compliance with company standards and customer requirements. Documentation & Reporting: Accurately document troubleshooting steps, resolutions, and interactions in the customer service management system (e.g., Salesforce). Contribute to the creation of knowledge base articles to streamline future issue resolution. Proactive Problem Identification: Monitor support trends, identify recurring issues, and collaborate with Tier 3 to drive improvements in processes and product reliability. Customer Education: Educate customers on product functionality and best practices to ensure optimal use and reduce support needs. Team Collaboration: Work closely with internal teams and customers, fostering teamwork and maintaining a professional, timely approach to service delivery. Desired Skills: Strong hands-on experience with electro-mechanical hardware. Familiarity with refrigeration systems. Familiarity with remote desktop software and remote support tools. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and concisely. Strong customer service skills with a professional, friendly, and patient demeanor. Strong analytical skills and the ability to diagnose and resolve technical issues efficiently. Ability to think critically and troubleshoot complex problems while maintaining a calm and positive attitude. Ability to document issues, resolutions, and customer interactions accurately and thoroughly. Detail-oriented, with excellent time management and multitasking abilities. Ability to work effectively both independently and as part of a team in a fast-paced, dynamic environment. Willingness to learn, share knowledge, and contribute to a collaborative team environment. Desired Experience: Minimum 2 years of experience in technical support or a related customer-facing role, preferably within a technology or healthcare environment. Proven experience troubleshooting electro-mechanical hardware, refrigeration and control systems, and software. Experience with customer service tools, ticketing systems (e.g., Zendesk, Jira, ServiceNow), and CRM software (e.g., Salesforce). Experience with software installation, configuration, and updates. Proficiency in using diagnostic tools to identify, troubleshoot, and resolve technical issues. Work Environment: All employees must adhere to the TruMed Systems, Inc. Employee Handbook, demonstrating respect, professionalism, and alignment with company values and policies. Flexibility to work a varied schedule as needed. #J-18808-Ljbffr TruMed Systems Incorporated