• Plano, Texas
• Medical Devices
• $60,000-$120,000 annually (commensurate with experience)
• Full Time regular employee
•  9:00-18:00
•  New

Job Description

Position
Technical Support Specialist(Engineer)

Summary
​​​​​​​Technical Support Specialist is responsible for the repair, inspection, maintenance, installation, and relocation of medical diagnostic equipment in both point-of-care and clinical laboratory settings, as well as in-house. This role utilizes technical knowledge of diagnostic systems to resolve issues and ensure customer satisfaction. The specialist also manages part inventory levels for Field Service staff and the main warehouse. This position involves handling customer problems independently and as part of a team, in addition to planning, organizing, scheduling, budgeting, and supervising technical personnel.

Essential Duties​​​​​​​

• ​​​​​​​Provide excellent customer service during on-site service calls and over the phone.
• Act as a reference and support for other team members.
• Inspect, diagnose, repair, install, and maintain medical diagnostic equipment, including handling service escalations. 
• Develop and document processes in supporting documentation and service orders.
• Develop and conduct service-training programs for field and in-house support.
• Guide and train internal and external staff to meet team objectives.
• Respond quickly to service-related support and dispatches by contacting the customer and arriving on-site in a timely manner to resolve issues.
• Ensure customer satisfaction by completing all routine/preventative maintenance, system checks, and required hardware and software upgrades.
• Provide feedback to relevant divisions to improve service effectiveness, productivity, and cost controls.
• Review service manual documentation for accuracy.
• Maintain Device History Records and monitor modification and software upgrade status.
• Support in-house products by maintaining and repairing critical instrumentation during development cycles.

​​​​​​​Working Hours, Working style
MON-FRI 9:00-18:00, Remote(5 days / week)

Working Location
​​​​​​​Field-based / Remote
(The position requires frequent travel throughout the continental United States and the employee must live near a major US airport.)

​​​​​​​Salary/Benefit
$60,000-120,000 ​​​​​​​annually (commensurate with experience)

​​​​​​​Holidays
​​​​​​​Weekends, Holidays
(Availability is expected for urgent matters that may arise on weekends.)

Qualifications

• ​​​​​​​A Bachelor's Degree or Technical School diploma in Electronics.
• A minimum of 5 years of experience in the repair, maintenance, and installation of medical diagnostic equipment used in a laboratory setting.
• Experience with the service of HbA1c, urinalysis, or urine sediment products is strongly preferred. 
• Electronic and mechanical aptitude is required. 
• Must maintain professional and technical knowledge by attending educational classes and reviewing technical bulletins.
• Successful completion of all Field Service training programs is required.
• Must be able to lift and carry 26-100 lbs daily for distances up to 200 feet.
• The position may involve exposure to confined spaces and bloodborne pathogens/body fluids in laboratories and hospitals. Hepatitis vaccine is offered.

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