Technical Support Engineer

Overview

At Spacelabs Healthcare, you make a difference.

Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support.

Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance patient experience, improve population health, reduce costs, support care team well‑being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.

Because while we may not be at a patient’s bedside, their health is still in our hands.

The Technical Support Engineer provides the Global Service Organization with Triage or 1st Line Technical Support covering all products sold by a particular Business Area. The Technical Support Engineer is expected to be able to resolve approximately 80% of inbound technical enquiries without escalation to a Product Specialist. They will also be expected to behave in a way likely to enhance the Company’s reputation for providing caring, effective, long‑term product after‑sales support.

Compliance with all company policies, procedures, and guidelines is essential at all times.

• Resolving Technical Queries from Customers, Distributors and Staff.
• Must have strong interpersonal skills and technical product expertise; critical to responding to daily customer‑centric activities.
• Responds to customers via inbound calls, faxes, and e‑mails. Describing: equipment specifications, configuration requirements, operating and maintenance instructions and providing current part number information for all equipment and sub‑assemblies.
• Assisting in the diagnosis of user error, configuration error, use of outdated software or the failure of a Field Replaceable Unit.
• Documenting All Inbound Customer Inquiries - Logging all calls, emails and faxes handled and documenting all information provided in the appropriate call tracking System.
• Must be able to remotely connect to Customer sites to properly diagnose, resolve and/or collect necessary log files (including but not limited to the Dept of Defense).
• Identification and Documentation of Reportable Events - Ensuring that any inquiry taken may constitute a Reportable Event and is properly documented and escalated to RA/QA.
• Escalating Issues That Cannot Be Resolved - Facilitating the smooth transition of all such issues to the Product Specialist Team, Clinical Education staff or other departments as appropriate.
• Assisting in the validation of Technical Documentation - To assist the Product Specialist Team, R&D and Enterprise Integration when validating the adequacy and suitability of technical documentation prior to release.
• Delivering Technical Training Courses - Teaching suitably qualified technical students to: (1) Operate the equipment. (2) Meet Preventive maintenance requirements. (3) Provide Corrective Maintenance (4) Design and complete an Installation.
• In‑house Repair and Service Parts Preparation for Customers, Distributors and Staff
  - Provision of equipment repair and spare part preparation services.
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the company’s Code of Ethics and Conduct.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.

• Technical degree in related discipline or equivalent experience.
• Proficiency with Windows and Microsoft Office.
• Technical Support experience in a medical field (either biomedical studies or hospital IT…