Senior Support Technician

Job Description

Job Description

iM3 is looking for an experienced Senior Support Technician to join our team in Vancouver, WA. In this role, you'll provide hands-on technical support for precision veterinary equipment, mentor junior technicians, and help ensure our clients and distributors get fast, knowledgeable service.

For nearly three decades, iM3 has designed, developed, and manufactured its own veterinary dental machines, x-ray systems, instruments, and consumables, earning a reputation as a global leader in veterinary dentistry and product innovation.

Our commitment goes beyond the equipment itself — the iM3 name stands for quality products backed by industry-leading after-sales support, warranty, and continuing education for the veterinary professionals who rely on us.

Compensation & Benefits

Pay Range: Starting at $35 per hour, with a full pay range of $28–$38 per hour.

Benefits: Medical, dental, and vision insurance; 401(k); paid time off and holidays; and other benefits as described at the time of offer.

This range reflects a good-faith estimate for this role at time of posting and may vary based on experience, certifications, and location.

What You'll Do

• Provide technical support for veterinary equipment, including diagnostics, remote troubleshooting, repair, and maintenance.
• Provide courteous and knowledgeable phone and email support to veterinary clients and distributors.
• Mentor junior support technicians, providing guidance and escalation assistance as needed.
• Perform remote software installations and configure new x-ray systems.
• Track and manage customer support tickets with detailed documentation.
• Evaluate equipment issues, identify potential upgrades, and recommend additional products to enhance the user experience.
• Coordinate with the parts department to ensure timely order fulfillment and inventory management.
• Support internal organization projects and maintain a clean, organized workspace.
• Adhere to all safety guidelines, including the use of radiation badges during equipment testing.
• Perform other duties as assigned by the Support Manager.

Required Qualifications

• Bachelor's degree in Electronics, Computer Science, or a related technical field; or equivalent experience.
• 5+ years of hands-on technical support or mechanical/electrical repair experience, ideally in dental, medical, or precision equipment.
• Software install dicom/clinical software experience.
• Proven ability to diagnose complex equipment issues and guide others through solutions.
• Strong mechanical and electrical aptitude with attention to detail.
• Excellent written and verbal communication skills; able to explain technical concepts to non-technical users.
• Capable of working independently and leading by example in a fast-paced environment.
• Strong organizational skills and the ability to manage multiple service tickets simultaneously.
• Demonstrated mentorship or team leadership experience.
• Willingness to follow all safety protocols, including the use of radiation badges during equipment testing.

Preferred Qualifications

• Production experience, preferably in the precision equipment industry.
• Microsoft Office (Word/Excel/Outlook) familiarity.
• Familiarity with digital radiography systems and software installations (non-IT, but technical).
• Machinists' experience.
• Small equipment/electrical repair experience.
• Phone support/call center experience beneficial.
• Microsoft 365 experience.

What We're Looking For

• Teamwork — balances team and individual responsibilities, gives and welcomes feedback, and supports the group's success.
• Professionalism — approaches others tactfully, stays composed under pressure, and follows through on commitments.
• Quality & Productivity — works with accuracy and thoroughness while meeting productivity standards.
• Safety & Adaptability — follows safety procedures and adapts well to change, competing demands, and unexpected events.
• Reliability — consistent attendance and punctuality, with coverage arranged when absent.

Physical Demands & Work Environment

• Occasionally required to stand, walk, climb, balance, bend, stoop, kneel, or crawl.
• Continually required to sit, and to use hand and finger dexterity.
• Continually required to talk or hear, and to use visual acuity to operate equipment, read technical information, and use a keyboard.
• Occasionally required to lift, push, or carry items up to 50 pounds.