Sr. Tech Product Support

Position 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.
• Paid time off, including holidays and vacation.

Opportunities for professional development and career advancement.