Position Overview:

This position will serve as the primary point of contact for existing Outset customers and our field, including clinical users, hospital-based users, home users and caregivers, and Outset field-based personnel. The Technical Support Engineer (TSE) role is responsible for ensuring that these various groups feel valued by Outset by understanding the customer’s needs and their environment to provide technical and clinical support for all Outset products. Technical Support Engineers will be expected to drive resolutions to customer challenges and drive escalation of issues that are unable to be resolved. Accurate citation of all complaints will be documented in Outset’s CRM. TSE’s must understand and adhere to processes while making recommendations to improve overall team efficiency and provide a superior level of customer support to drive increased satisfaction.

Technical Support Engineer works closely with Escalation Support Engineers, Product Support, Field Service Engineering, Clinical Field Specialists and Sales. TSE’s are the main point of contact for customer issues post-sales and will be the primary problem solver for any issues that customers may encounter. TSE’s will leverage all tools available to solve customer challenges in real time, enabling treatments to continue and mitigating the need to dispatch Outset Field Service teams. TSE’s are expected to be able to speak the customer language and coach the customer through any needed troubleshooting steps. Prior experience troubleshooting technical products in person or via telephone is crucial, as are strong computer skills.

The Technical Support Engineer will be expected to perform duties during their regularly scheduled shift as well as participate in an on-call, weekend, and holiday rotation. The ability to travel will be required for activities such as team meetings, trainings, and field ride-alongs.

Essential Job Functions and Responsibilities:

Provides technical and clinical support to customers and field personnel including Sales and Service. Maintains documentation and detailed reporting via electronic format in Salesforce (CRM), which includes case creation, detailed description of inquiry or problem, and clear customer resolution. Consults with Escalation Support Engineers as required and apply technical knowledge to diagnose problems. Maintains open communication with local support teams to ensure problem resolution and customer satisfaction. Maintains problem ownership & accountability until issues are resolved or handed off to another department. Follows up on problems, identifies recurring issues, process status, and follow through with customer. Consistent leader in team KPIs, serving as a resource to TSE I peers. Coordinates and schedules remote software updates. Manages updating internal/external customer TabloHub accounts. Maintains a knowledge base of the products and services available to the customer. Operates within acceptable parameters and call handling expectations. Supports TSE I with escalated customer calls. Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional and efficient manner. Supports and assists in training TSE I for all core team functions. Serves as an onboarding partner for new hires in TSE role. Participates in new/ongoing projects providing input and identifies potential risks as related to the technical support role.

Required Qualifications:

Associates degree in medical or technical field (preferred) with 1-2 years of experience or military equivalent. Two or more years of applicable experience may be substituted for the formal education requirement. Regularly scheduled 8-hour shift, with additional on call, weekend, and holiday rotation. 2+ years as Outset Technical Support Engineer or equivalent external experience required. Possess solid customer service skills. Ability to ensure effective troubleshooting techniques with end users of various levels of technical expertise Demonstrated technical ability to comprehend technical issues and read technical manuals. Strong verbal and written communication skills including good grammar, enunciation and listening. Self-motivated with strong work ethic, able to work independently and within a team. Ability to travel 10%

 

Mission Critical Competencies:

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile. Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn’t defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions.

 Desired Qualifications:

Friendly, energetic, and personable attitude Ability to be flexible and adapt to changing business needs Medical device experience is a plus Multilingual highly advantageous