Sr. Tech Product Support
Job DetailsLevel: SeniorJob Location: Bloomingdale, IL 60108Position Type: Full TimeSalary Range: $85,000.00 - $1,000,000.00 SalaryPosition Overview We are seeking a highly skilled Senior Technical Product Specialist to serve as the remote technical authority for our Urology systems. This role is responsible for advanced troubleshooting, product performance analysis, and cross-functional technical leadership to ensure exceptional customer satisfaction and equipment reliability. The ideal candidate combines strong electro-mechanical expertise, medical device experience, and the ability to collaborate effectively across Service, Engineering, Quality, Production, Sales, and Marketing. What You’ll Do Provide advanced phone and email troubleshooting support to customers and Field Service Engineers (FSEs). Diagnose root causes of equipment failures and perform remote repairs using proprietary diagnostic software. Determine appropriate service response (remote resolution, internal FSE, or third-party provider). Identify required parts (FRUs) and coordinate field dispatch when on-site service is required. Provide emergency and after-hours technical support as needed. Generate service communications to the field regarding known issues, updates, and corrective actions. Partner with Quality and Engineering to trend product performance and drive corrective actions. Represent Service in product development to ensure systems are service-friendly and reliable. Support installation of product modifications and updates in collaboration with Engineering and Field Service. Prepare detailed service documentation in compliance with GMP, ISO, and corporate quality standards. Deliver technical training to FSE and Sales teams. Provide technical support to Sales and Marketing as needed. Designing and implementing a standardized HydraVision training curriculum for Field Service Engineers, including system architecture, installation fundamentals, troubleshooting protocols, and preventive maintenance standards Develop/advance training materials including slide decks, service manuals, quick reference guides, and certification checklists Establishing a formal onboarding path for new hires that includes defined HV certification milestones Conducting live and virtual training sessions for internal teams and OEM partners What You Bring 5+ years of medical device technical support or field service experience. Strong troubleshooting skills in electro-mechanical and software-driven systems. Experience working in ISO 13485/GMP-regulated environments. Ability to perform root cause analysis and interpret technical documentation. Excellent communication skills with a customer-focused mindset. Ability to prioritize workload and perform under pressure. Benefits: Competitive salary and benefits package. Health, dental, and vision insurance. STD, LTD, Life and AD&D Insurance 401(k) retirement plan with company match. Paid time off, including holidays and vacation. Opportunities for professional development and career advancement.
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