Technical Support Specialist – Clinical Workflow, Parts Support

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Address intricate technical cases at the forefront, minimizing reliance on Field Service dispatch and Engineering escalation.

• Offer technical expertise for the TSG layer through mentorship, knowledge sharing, and case-focused guidance.

• Reduce recurring problems and time to resolution by adhering to disciplined diagnostics and thorough documentation.

• Provide accurate technical feedback to Product, Quality, and Engineering regarding persistent defects and customer experience challenges.

• Execute advanced technical troubleshooting for intricate hardware and/or software systems.

• Oversee case management and documentation.

• Collaborate with Field Service and Engineering on escalated issues.

• Enhance customer experience through coaching and knowledge sharing.

• Coordinate across functions and contribute to ongoing improvement efforts.

• Achieve success metrics including SLA compliance, time to technical resolution, first-contact resolution rate, repeat issue frequency, dispatch rate, escalation quality, reduction of aged cases, documentation standards, customer feedback, knowledge base contributions, and coaching effectiveness.

• Undertake additional responsibilities or special projects as assigned.

⛳️ Requirements

• Extensive technical troubleshooting capabilities across complex hardware and/or software systems.

• Methodical diagnostic approach; focuses on identifying root causes rather than just symptoms.

• Excellent written and verbal communication skills; capable of documenting with the thoroughness required for product, quality, and complaint processes.

• Good judgment regarding escalation, customer risk, and Field Service dispatch.

• Composed demeanor in high-pressure customer situations.

• Ability to guide peers through case-focused advice without holding supervisory authority.

• Advanced proficiency in working with a case management system (Salesforce or similar).

• Strong commitment to follow-through; intolerant of aged cases and unnecessary rework, yet patient with learners.

• BA / BS degree preferred.

• Several years of experience in technical support, field service, or technical service engineering.

• Background in medical device, regulated, or clinically related service environments.

• Proven advancement through tiered support levels (T1 → T1.5 → T2) or similar.

• Experience in knowledge management, training material development, or SOP creation.

• Experience collaborating with Engineering, Product, and Quality to address issues.

• Familiarity with Salesforce / Capsa Connect or equivalent CRM and case management systems.

🏝️ Benefits

• Competitive salary and performance-based rewards.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Supportive work environment focused on teamwork and collaboration.