Technical Support Specialist M/F/X

About the role

As Technical Support Specialist, you will play a key role in supporting NeuWave Medical's mission to improve patient outcomes through innovative medical device technologies. You will be responsible for triaging customer technical inquiries through phone, email and/or other appropriate communications and assisting with failure analysis of RMA'd devices while working cross-functionally with Sales, Field Service, and Repair to drive best in class customer support. You will be based at NeuWave headquarters in Madison, Wisconsin.

Responsibilities

• Provide customer support with accurate information in a courteous and timely manner, including for product, procedure, technical, and troubleshooting information
• Ensure confidentiality of patient and customer information, as well as NeuWave/Quantum confidential and proprietary information
• Provide accurate documentation following quality requirements
• Effectively question customers to capture accurate product and event information during every contact while maintaining a positive experience for the customer
• Demonstrate understanding of and respond appropriately to verbal communications
• Express written and oral ideas clearly, thoroughly, and consistently with appropriate tone and voice inflection, as well as use proper grammar, vocabulary, punctuation, and spelling
• Apply critical decision-making skills toward assessing customers' requirements for a successful resolution of their issue
• Be a team player and also a strong individual contributor
• Analyze test failures, troubleshoot and identify root causes of failures, and verify corrective actions
• Act as a back up to repair, build, test, and configure spare parts
• Aids with failure analysis of RMAs and properly documents findings providing detailed symptom descriptions of failures to aid in troubleshooting
• Follow all applicable work instructions, set up and operate machines/equipment/fixtures to perform repair and testing processes as needed

Requirements

• Bachelor's degree or combination of equivalent training and experience
• Familiarity with keyboard typing and Microsoft Office Suite
• Effective analytical and problem-solving skills
• Ability to read mechanical drawings and wiring schematics
• Ability to sit in front of a computer screen and type for large amounts of time
• Ability to lift 50 pounds
• Willingness to travel up to 10% (domestic/international as applicable)
• Ability to perform prolonged periods of standing, bending, sitting, and kneeling

Nice to have

• Experience in the Medical Device industry

Hiring process

• Discovery meeting (Teams visio) – HR – 30/45 minutes
• Technical interview (Teams visio) – Technical Services Supervisor – 30/45 minutes
• In-person meeting – Technical Services Supervisor or member of the team – 1h/1h30