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 first‑line technical support covering all products sold by a particular business area. The engineer is expected to resolve approximately 80% of inbound technical inquiries without escalation to a product specialist.

• Resolving technical queries from customers, distributors and staff.
• Strong interpersonal skills and technical product expertise critical to responding to daily customer‑centric activities.
• Respond 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.
• Assist in the diagnosis of user error, configuration error, use of outdated software or failure of a field replaceable unit.
• Document all inbound customer inquiries – log all calls, e‑mails and faxes handled and document all information provided in the appropriate call‑tracking system.
• Remotely connect to customer sites to properly diagnose, resolve and/or collect necessary log files (including but not limited to the Department of Defense).
• Identify and document reportable events – ensure that any inquiry may constitute a reportable event and is properly documented and escalated to product assurance/quality assurance.
• Escalate issues that cannot be resolved – facilitate smooth transition to product specialist team, clinical education staff or other departments as appropriate.
• Assist in the validation of technical documentation – support the product specialist team, R&D and enterprise integration when validating adequacy and suitability of documentation prior to release.
• Deliver technical training courses – teach qualified technical students to operate equipment, meet preventive maintenance requirements, provide corrective maintenance, design and complete installations.
• 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.
• Report any quality problems or defects to manager or senior management for corrective action to be implemented and to avoid recurrence.
• Perform duties that may be modified or assigned at any time to meet the needs of the business.

• Technical degree in a related discipline or equivalent experience.
• Proficiency with Windows and Microsoft Office.
• Technical support experience in a medical field (biomedical studies or hospital IT experience).
• CompTIA A+ and/or Security+ certification is desirable.
• Previous call‑center experience is desirable.
• Previous experience as a hospital bio‑med is desirable.
• Availability to support regular weekday shifts as well as rotational weekend and on‑call shifts.
• Successful completion of Spacelabs training required (including training at the company location) and full competence in the application and operation of all assigned products and systems.
• Work various shifts as deemed…