Technical Support Engineer - Medical Device - Beverly, MA

Michael Page International

Beverly, Massachusetts

JOB DETAILS
SALARY
$90,000–$105,000 Per Year
JOB TYPE
Full-time
SKILLS
Calibration, Communication Skills, Computer Science, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Customer Training, Documentation, ERP (Enterprise Resource Planning), Emergency Services, Equipment Maintenance/Repair, ISO (International Organization for Standardization), Identify Issues, Information Technology & Information Systems, MPI, Maintenance Services, Medical Diagnosis, Medical Equipment, Mentoring, On Site Support, Pre-Sales, Problem Solving Skills, Process Improvement, Product Demonstration, Return Merchandise Authorization (RMA), Sales Support, Salesforce.com, State Laws and Regulations, Technical Services Management, Technical Support, Time Management, Training/Teaching, Trend Analysis
LOCATION
Beverly, Massachusetts
POSTED
3 days ago
Technical Support EngineerThe Technical Support Engineer will ensure exceptional customer satisfaction with this organization’s products and services. This role will provide in-house technical support, perform equipment repairs, assist with service inquiries, and deliver client trainings. The ideal candidate combines strong technical skills with a customer-first mindset to enhance satisfaction, drive retention, and support company growth. Responsibilities will include:Provide phone and email support to diagnose, troubleshoot, and resolve complex technical issues for customers.Partner with cross-functional internal teams to ensure timely and effective resolution of customer cases.Perform in-house equipment repairs and maintenance in accordance with company standards.Document all service activities, inquiries, and complaints in CRM and ERP systemsCreate and manage service cases in mySCA and Salesforce, maintaining complete and accurate records.Prepare and issue service quotes for repairs, maintenance, or parts requests in a timely manner.Respond to and occasionally travel for emergency field service requests to support customers and ensure minimal equipment downtime.Deliver customer and Field Service Engineer (FSE) training, including materials development, mentoring, and knowledge sharing.Follow the company's complaints handling process to ensure timely, compliant, and customer-focused outcomes.Support pre-sales activities such as demonstrations, workshops, and presentations.Manage Return Authorizations (RAs) and service equipment calibration logs.Provide emergency field service visits as neededCollaborate with cross-functional teams to identify trends, share insights, and improve processes.Assist the Technical Services Manager (Americas) with issue resolution, trend analysis, and special projects as required.MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.The ideal Technical Support Engineer will have the following experience:Bachelor's degree in Engineering, IT, Computer Science, or related field.3-5 years of experience in technical support, preferably in medical devices or diagnostics.Experience working within an ISO 13485-regulated environment.Strong troubleshooting and electronic repair skills.Excellent communication, documentation, and customer service abilities.Included in the compensation package for the Technical Support Engineer :Base salary ranging from $80k-$100kHybrid work schedule (initially 5 days on-site in Beverly, MA, long-term 3-4 days on-site)Full Benefits (Medical, Dental, PTO, Matching 401k)5% Annual Bonus TargetExcellent growth opportunity

About the Company

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Michael Page International

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world. Our business was established in Canada in 2005 when we opened our Toronto office. Our role is to work with employers and job seekers to facilitate a successful match. This can range from advising a global company on a candidate sourcing strategy to helping a job seeker find their dream job. In Canada, we focus on recruiting for the following areas: Banking and financial services Digital and e-commerce Engineering and manufacturing Finance and accounting Human resources Information technology Marketing Oil and gas Procurement and supply chain Property and construction Sales An Established Brand The Group has established a leading presence in many of the key markets for professional recruitment around the world and has positioned itself in certain other markets, which offer the opportunity for future growth. Within its current largest markets, Michael Page has also built a regional presence, including in the UK, France and Australia. Consequently, the Michael Page brand is among the most widely recognized brands in the professional recruitment industry. A Market Leader The role of a recruitment consultancy is to act as an intermediary, identifying and sourcing suitably qualified candidates on behalf of its clients. Candidates are recruited either for permanent or contract positions (typically for a fixed term) or on a temporary basis. Within the overall recruitment industry, the market for professional recruitment services is a specialist sector which has developed more recently. Michael Page is widely recognized as leading the development of this market around the world. Learn the benefits of working with Michael Page yourself. Submit your resume or contact a Michael Page recruitment consultant today.
COMPANY SIZE
10,000 employees or more
INDUSTRY
Staffing/Employment Agencies
WEBSITE
https://www.michaelpage.ca/