Technical Support Representative II (Medtech)

TL;DR

Technical Support Representative II (Medtech): Providing Tier I and Tier II technical support for medical devices with an accent on complex troubleshooting and customer resolution. Focus on managing service requests in Oracle, mentoring junior staff, and ensuring high-quality technical assistance for clinical and hospital environments.

Location: Chelmsford, MA (Onsite)

Salary: $33.00–$36.00 per hour

Company

A global leader in medical devices and software solutions dedicated to improving patient outcomes in cardiopulmonary and respiratory care.

What you will do

• Provide Tier I and Tier II technical support for medical devices via phone and email.
• Resolve complex technical issues using advanced troubleshooting skills.
• Document all customer interactions and service requests in the Oracle tracking system.
• Mentor and train junior team members to support team growth.
• Collaborate with cross-functional product teams to address product issues.
• Participate in an on-call rotation for urgent after-hours customer needs.

Requirements

• Minimum 3+ years of experience in technical support, field service, or customer-facing technical roles.
• Bachelor’s degree in Electronics, Biomedical Engineering, or equivalent technical experience.
• Proficiency in documenting complex technical tasks and working with limited supervision.
• Ability to travel occasionally to customer sites for hands-on assistance.
• Strong verbal and written communication skills for professional customer interaction.

Nice to have

• Experience working in a clinical or medical environment.
• EMT or Paramedic certification with at least 2 years of complementary experience.

Culture & Benefits

• Comprehensive benefits plans including health and wellness coverage.
• Opportunities for career growth within a fast-growing global organization.
• Collaborative environment focused on innovation and saving lives.
• Commitment to professional development and mentorship.