In this role, you will serve as part of the Tier 3 Service Team, providing advanced technical support to global service teams when complex issues cannot be resolved at lower support levels. You will lead troubleshooting efforts, define corrective actions, recommend part replacements, drive process improvements, and deliver practical solutions that restore system availability and enable customers to continue treating patients.
What you will be doing:
Act as the highest level of technical escalation for Tier 1 and Tier 2 service teams, leading the resolution of complex technical issues.
Provide advanced remote technical support to global customers, partners, and field teams, including participation in the on-call rotation for after-hours support.
Lead technical service activities for local customers, including troubleshooting, coordination, issue ownership, and follow-up through resolution.
Collaborate closely with R&D, Quality Assurance, Product, and Operations teams to investigate recurring issues, improve system reliability, and drive effective corrective actions.
Develop, improve, and maintain service documentation, troubleshooting procedures, knowledge articles, and training materials.
Deliver technical training and knowledge transfer sessions to global service teams, distributors, and partners.
Support system validation, software upgrades, service readiness activities, and new product introductions from a service perspective.
Analyze service data, trends, and recurring failure patterns using Salesforce, Excel, BI tools, and other available reporting systems.
Ensure all service activities are performed in compliance with applicable Quality, Regulatory, and Safety standards.
What you have:
Bachelor’s degree in Biomedical, Electrical, Mechanical Engineering, or a related technical field.
Fast and self-directed learner with strong technical aptitude and the ability to quickly understand complex systems and emerging technologies.
3+ years of experience in technical support, service engineering, field service, or operations engineering with hands-on troubleshooting experience with complex hardware, software, and system-level issues.
Excellent verbal and written communication skills in English with the ability to clearly communicate complex technical information to diverse audiences.
Process-oriented mindset with a strong focus on root-cause analysis and continuous improvement.
Strong writing skills, including the ability to create clear service documentation, troubleshooting guides, and knowledge-base articles.
Demonstrated ability to deliver effective technical training and knowledge-transfer sessions.
Proactive, customer-focused team player with strong interpersonal skills and a collaborative approach.
Ability to work independently and collaboratively in a global, cross-functional environment.
Willingness and ability to travel internationally as required.
Advantages:
Hands-on experience with Medical Equipment systems.
Experience working in hospital or clinical environments.
Lean/Six Sigma certification or experience in continuous improvement projects.
CRM experience.
