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Provide frontline technical and operational support to customers and internal teams for medical devices, troubleshooting issues, documenting calls, and assisting with device operation and maintenance.
Responsibilities
- Provide frontline technical and operational support to customers and internal teams
- Answer and document hotline calls from customers, Product Support, and field staff
- Follow defined troubleshooting scripts and established escalation paths
- Escalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teams
- Provide assistance with device operation questions and basic maintenance guidance
- Perform basic service activities such as troubleshooting and coordinating part replacement
- Support parts and tool tracking, including basic part ordering and returns under guidance
- Use required business systems (including Oracle and Salesforce) for case documentation and part management
- Participate in scheduled Level I hotline coverage during normal business hours
- Provide after-hours hotline support on a rotational basis
Requirements
- Experience working in a technical or operational customer support environment
- Ability to follow structured troubleshooting processes and escalation procedures
- Strong attention to documentation accuracy and regulatory compliance
- Professional customer communication skills
- Ability to work in a hotline support environment with scheduled coverage
- Willingness to travel for training and field shadowing when required
- Ability to work after hours as part of an on-call rotation
- 1-2 years of technical, customer support, or field service experience
- Associate’s degree
Qualifications
- Associate’s degree required (Technical, Engineering, or related field preferred)
- 1-2 years of technical, customer support, or field service experience
Nice to Have
- Medical device experience
- Experience as a service or device repair engineer in hospitals, blood banks or plasma centers
- Bilingual in Spanish
- Experience in a call center environment
Skills
Oracle
*
Salesforce
*
* Required skills
Benefits
Employee Stock Purchase Plan
Flexible time off (salaried employees)
Paid sick time (up to 64 hours annually) for hourly employees
Parental Leave
Short and long-term disability insurance
Vacation annually (based on tenure) for hourly employees
Tuition Reimbursement
Health and welfare benefits
401k with up to a 6% employer match and no vesting period
Paid and/or floating holidays