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Troubleshoot mechanical and electrical issues on medical devices
Provide technical support via phone, email, and web-based systems
Document all customer interactions, complaints, and resolutions in FDA-compliant systems
Create and manage service requests, work orders, and service parts orders
Track and update service activities through approved contact management systems
Coordinate parts replacement and returns for engineering analysis
Support product upgrades, modifications, and new product releases
Interface with engineering, service logistics, and sales for technical issue resolution
Requirements
High school diploma or equivalent required
2+ years of experience troubleshooting mechanical or electrical equipment using diagnostic tools (or equivalent education, military, or hands-on experience)
Ability to read and interpret technical manuals, schematics, and electrical diagrams
Experience providing technical support in a help desk, service, or field support environment
Experience documenting service activity and managing requests in ticketing or case management systems
Experience with software and firmware updates, including troubleshooting system performance issues, connectivity challenges, and interface integrations, with an understanding of basic IT and networking configurations
Nice to have
Experience supporting medical devices or working in a regulated environment preferred
Experience using diagnostic equipment such as voltmeters and basic hand tools preferred
What we offer
Medical and dental coverage that start on day one
Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
Employee Stock Purchase Plan (ESPP)
401(k) Retirement Savings Plan (RSP)
Flexible Spending Accounts
Educational assistance programs
Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave