Technical Support Engineer - Medical Device - Beverly, MA

Description

The Technical Support Engineer will ensure exceptional customer satisfaction with this organizations products and services. This role will provide in-house technical support, perform equipment repairs, assist with service inquiries, and deliver client trainings. The ideal candidate combines strong technical skills with a customer-first mindset to enhance satisfaction, drive retention, and support company growth.

• Provide phone and email support to diagnose, troubleshoot, and resolve complex technical issues for customers.
• Partner with cross-functional internal teams to ensure timely and effective resolution of customer cases.
• Perform in-house equipment repairs and maintenance in accordance with company standards.
• Document all service activities, inquiries, and complaints in CRM and ERP systems.
• Create and manage service cases in mySCA and Salesforce, maintaining complete and accurate records.
• Prepare and issue service quotes for repairs, maintenance, or parts requests in a timely manner.
• Respond to and occasionally travel for emergency field service requests to support customers and ensure minimal equipment downtime.
• Deliver customer and Field Service Engineer (FSE) training, including materials development, mentoring, and knowledge sharing.
• Follow the company's complaints handling process to ensure timely, compliant, and customer-focused outcomes.
• Support pre-sales activities such as demonstrations, workshops, and presentations.
• Manage Return Authorizations (RAs) and service equipment calibration logs.
• Provide emergency field service visits as needed.
• Collaborate with cross-functional teams to identify trends, share insights, and improve processes.
• Assist the Technical Services Manager (Americas) with issue resolution, trend analysis, and special projects as required.

Profile

The ideal Technical Support Engineer will have the following experience:

• Bachelor's degree in Engineering, IT, Computer Science, or related field.
• 3-5 years of experience in technical support, preferably in medical devices or diagnostics.
• Experience working within an ISO 13485-regulated environment.
• Strong troubleshooting and electronic repair skills.
• Excellent communication, documentation, and customer service abilities.

Job Offer

Included in the compensation package for the Technical Support Engineer: Base salary ranging from $80k-$100kHybrid work schedule (initially 5 days on-site in Beverly, MA, long-term 3-4 days on-site) Full Benefits (Medical, Dental, PTO, Matching 401k)5% Annual Bonus Target Excellent growth opportunity Desired Skills and Experience