Technical Customer Support Specialist II

Position Summary

EchoNous is bringing premium ultrasound technology together with industry-leading AI to transform and miniaturize medical ultrasound. We offer advanced features, typically associated with larger and more expensive systems, in ultraportable and affordable tablet-based ultrasound devices.

We are excited to present an opportunity for a Technical Customer Support Specialist to join our service team at our Redmond, WA corporate office. The Technical Support Specialist will play a crucial customer engagement role responsible for troubleshooting device failures reported out in the field and offering customers solutions to minimize their downtime.  The ideal candidate must possess professional customer service business acumen, a strong technical background, and the ability to problem-solve effectively in fast-paced environments.

Responsibilities

• Act as a frontline agent responsible for attending to inbound calls and emails seeking technical expertise to remedy technical issues encountered in the field.  Inquiries will originate from domestic and international customers.
• Possess the ability to carefully intake complex technical subject matters from a wide range of experienced users and use that information to offer remedies that will enable users to have a positive user experience. 
• Follow up with customers on EchoNous service experience.  Conduct customer outreach to remind customers to return failure devices in a timely manner. 

• Document customer complaints through internal systems in accordance with QMS standards.  Create cases, problem reports, and RMAs for traceability.  Compose and update process procedures through document control systems.

• Serve as the VOC (voice of customer) in reporting events and device behaviour that can help foster a spirit of continuous improvement.  Provide inputs and suggestions on how to enhance the user experience.    

• Conduct pre- and post-sale calls with customers to establish technical expectations for proper device application. 

• Collaborate with different departments: accounting, regulatory, supplier quality, logistics, and engineering teams to present the technical service department’s vantage opinions on various business topics. 

Qualifications/Skills/Experience

• Five years related work experience in the medical device or industrial goods industry. 
• Proficient in using Microsoft Office, Google Office Space, Salesforce CRM, and/or Oracle/NetSuite.
• Excellent communication and interpersonal skills with professional business acumen.
• Well organized and able to prioritize tasks while maintaining high-levels of efficiency.
• Possess a spirit of continuous improvement where the status quo is always challenged where small ideas yield big results; think outside the box.
• Adhere to regulatory compliance policies to meet FDA and HIPAA regulations.
• Promote a positive and optimistic outlook.