Technical Services Specialist - Medical Device

The Technical Services Specialist supports Customers, International Distributors, Field Service Engineers (FSE), and Account Managers (AM) to resolve technical questions and issues as well as provide technical product support globally. In addition, this position heavily interfaces with the external medical and engineering community (BioMeds, Repair Technicians at hospitals) as well. The Technical Services Specialist performs the full range of technical service duties including but not limited to answering the phones and emails while leveraging the ERP/CRM (SAP, SFDC, and FSL Lightning) to provide support, order and ship service parts required for repairs, and dispatch Field Service Engineers on service calls. The work includes organizing complex logistics and troubleshooting complex technical challenges. Act as primary contact Technician for customers, International Distributors, Account Managers, Field Service Engineers to resolve technical problems and provide technical product support over the phone and via email. Serve as the key liaison and technical representative to service providers, hospital operating room supervisors, nurses, doctors, purchasing, biomedical technicians and technical field service representatives. Interact with other entities across the organization; ensuring cross functional communication and workflow is positive, interactive, efficient and effective. Coordinate and administer the flow of technical services for each service call and follow-up to ensure resolution. Develop plans to resolve technical and operational challenges at the customer’s site and/or procure material for part orders, repair orders, and field‑dispatched repairs. May also coordinate return of equipment for on‑site repair, if applicable. Facilitate troubleshooting options over the phone to determine the root cause and corrective action in order to repair the problem. Provide frequent and timely information to team members. Share knowledge and instruct other members of the department and the company, by passing along skills and information to assist then in their development. Desired Skills & Experience: Requires 2-4 years of related experience. Associate’s degree in electrical, mechanical, applied science or equivalent. Technical service experience understanding of surgery equipment or procedures experienced with medical instruments is a plus. Ability to read blueprints and technical drawings commonly developed in AutoCAD or other similar drawing programs that present mechanical, electrical, electronic, and technical information. Ability to use computer applications such as Word, Outlook, and ERP/CRM software (i.e. SAP/SFDC/Field Service Lightning). Ability to read schematics and technical material to assist the field in troubleshooting issues. Ability to use testing equipment such as: multi‑meter, oscilloscope, torque wrench, etc. Ability to assist in documenting and/or up‑dating controlled SOPS / Service Procedures Ability to clearly express oneself verbally in the English language (additional languages also preferred). Ability to communicate effectively and in a courteous and professional manner. Ability to effectively communicate to troubleshoot problems over the phone and determine the root cause and corrective action is essential. Excellent diplomacy and negotiation skills in order to calm distressed customers and manage technical and business situations; ability to build rapport to create successful relationships despite challenging situations. Ability to quickly problem‑solve and find solutions to problems as they arise with client contacts, logistics, procurement, and/or products within the framework of business practices. Ability to follow‑up, take ownership of tasks, be enthusiastic and diligent to see tasks effectively communicated and completed. Understanding of quality systems and continuous improvement concepts. Able to demonstrate an understanding, and the regular use of a time management process, which systematically structures one’s own work to provide for effective task performance and to plan and prioritize items to meet future demands. Diagnose hardware and software issues Handle customer technical support cases through phone and email submissions #J-18808-Ljbffr Insight Global