A Product Support Engineer develops expertise in company products and provides technical support to customers. Supports technology installations, upgrades and maintenance, analyzes and resolves customer problems and provides ongoing technical support to customers. May assist with training new users of a technology product; creates product documentation.
[Full-Time/Contract] Job Summary We are seeking a Technical Support Specialist I to provide frontline technical and customer support for a portfolio of medical diagnostic and point-of-care products. This role primarily supports healthcare professionals through phone-based interactions and requires strong troubleshooting abilities, technical aptitude, and excellent communication skills. The ideal candidate will have experience working in an FDA-regulated environment, a strong clinical, technical, engineering, or life sciences background, and the ability to effectively resolve product-related issues in a fast-paced customer support setting. Key Responsibilities Provide technical support to internal and external customers regarding medical device products. Respond to customer inquiries through multiple communication channels, with approximately: 80% phone support 20% email support Troubleshoot and diagnose product issues by analyzing complaints and identifying root causes. Systematically evaluate and eliminate potential causes to determine appropriate solutions. Educate customers on product usage, functionality, software updates, and troubleshooting procedures. Document customer complaints and interactions in accordance with quality and regulatory requirements. Recognize, analyze, and communicate product trends and their potential impact on customers. Ensure compliance with Quality System requirements and FDA regulations. Collaborate effectively with cross-functional teams to resolve technical issues and improve customer experience. Maintain accurate records using various databases and computer systems. Required Qualifications Bachelor's degree or equivalent experience in: Biology Nursing Medical Technology Clinical Sciences Engineering Related scientific or healthcare disciplines 3-5 years of relevant experience in technical support, customer support, healthcare, laboratory, or medical device environments. Experience working in an FDA-regulated environment. Strong troubleshooting, analytical, and problem-solving skills. Ability to quickly learn and interpret complex technical information. Excellent verbal and written communication skills. Ability to work independently and collaboratively within a team environment. Proficiency with databases, CRM systems, and other computer applications. Preferred Qualifications Experience supporting medical devices, diagnostics, or point-of-care testing products. Clinical or healthcare experience working with: Nurses Laboratory Technicians Point-of-Care Coordinators Other Healthcare Providers Experience providing Tier I technical support. Knowledge of product software updates and device troubleshooting processes. Previous experience supporting bedside diagnostic or point-of-care products is highly desirable.
Shift:
Monday - Friday - 10:30 am to 7:00 pm Ideal Candidate Profile The successful candidate will be customer-focused, technically proficient, and comfortable resolving complex product issues in a fast-paced environment. They will possess strong critical thinking skills and the ability to communicate effectively with healthcare professionals while maintaining compliance with quality and regulatory standards. We are looking for the candidate who are eligible to work with any employers without sponsorship. If you're interested, please click "Apply" button
