Job Summary:

The Technical Support Specialist is responsible for providing technical support, troubleshooting, training and tech support for direct hospital accounts, distributors, OEM and internal customers. 

 

Duties & Responsibilities:

Receive and respond to telephone calls and emails from end users;  Document all complaints and failures per the Masimo Quality System; Provide first and second level technical support and training; Initiate repair/replacement of failed and/or defective products; Be the customer advocate for all matters involving Service; Provide technical consulting to sales team Follow up on Technical Bulletins for Masimo products; Identify potential Customer training issues and propose solutions; Convey information from the field regarding product suggestions, improvements and enhancements to Product Marketing; Maintain a knowledge base of troubleshooting training; Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved; Provide technical review of all training and supporting user interface documentation; Monitor Technical Support process and procedures. Initiate changes to optimize the process; Be able to work with and be knowledgeable of biohazard products and procedures; Maintain account management for service related activities; Occasional domestic and international travel might be required to visit problem hospitals, doing competitive product research and/or maintaining customer perspective;  During travel, must be able to lift up to 45 pounds of tools and equipment; Perform all other duties as assigned or required; 

 

Minimum & Preferred Qualifications and Experience:

Minimum Qualifications:

Three years of related experience in the medical industry; Direct Technical experience, ability to communicate with all areas of healthcare industry; Must be a self-starter, a "hands-on" individual who enjoys challenge and is and dedicated to getting the job done with minimal support and direction;  Basic skills in networking routing and switching technology and architecture; Basic skills in wireless technology and 802.11x standards; Basic skills in Linux Red Hat platform with hands-on experience as an administrator and user  Knowledge of engineering principles, troubleshooting, electronics and design;  Established self-starter with excellent analytical and problem-solving skills; Strong ‘hands-on’ skills, with ability to perform detail-oriented work with high degree of accuracy; Must have excellent verbal and written communication skills; Must have flexibility in reacting to new situations and adaptability for working in a new environment; Must be PC literate, have excellent organizational, communication, and writing skills; Ability to travel both domestically and internationally; eligible to apply for a Passport; Ability to work on a rotating after-hours on-call schedule;  Ability to lift 45 lbs on an occasional basis; Fluent in local language and English is required. Other languages a plus.

 

Preferred Qualifications:

Call center experience with a global service provider of manufactured products;  Knowledge of wired/wireless networking protocols; Prior experience in the Biomedical and/or Field Service; 

Education:

A Bachelor’s of Science degree is preferred.  Or 3 years of equivalent related clinical or technical experience in lieu of a BS degree.