Technical Support Engineer I (Medical Devices)

TekWissen is a global workforce management provider offering strategic talent solutions. The Remote Support Engineer role involves providing technical support for clinical laboratory applications and troubleshooting diagnostic laboratory instruments to ensure customer satisfaction.

Responsibilities:

• Providing phone/email support for internal/external customer, as well as consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool
• Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Dimension Systems
• Demonstrating exceptional customer service skills to improve the customer experience and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction
• Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support
• Meeting/Exceeding individual service level metrics to meet the needs of the customer/business
• Compliance to all client pay and T&E policies, as well as all RSC Procedures/Processes
• This position may suit you best if you are familiar with what is below, and would like to develop your career with Client
• You have analytical thinking abilities to support advanced technical troubleshooting and problem-solving skills for assigned product line
• You have exceptional phone and communications skills to support collaboration with the customer, as well as other internal resources to develop and implement action plans to resolve customer issues
• You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications
• You have a positive 'can-do' attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team
• Leverages team abilities to best serve the customer and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues
• You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership

Requirements:

• Candidate must have associate degree and equivalent experience or bachelor's degree in a science-related or engineering field
• 3-7 Years Comparable Experience (Med-Tech or Engineering Degree, Healthcare Experience)
• You must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation
• You must be able to make sound decisions that promote the interests of both client and the customer
• Candidate must be a selfless team player and enthusiastic proponent of change
• You have analytical thinking abilities to support advanced technical troubleshooting and problem-solving skills for assigned product line
• You have exceptional phone and communications skills to support collaboration with the customer, as well as other internal resources to develop and implement action plans to resolve customer issues
• You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications
• You have a positive 'can-do' attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team
• Med-Tech, Biomedical Engineering or Engineering Degree Preferred
• The position has a strong preference to be based in the (Glasgow, DE facility, Cary NC facility) however; we will also consider exceptionally qualified candidates that are field based