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MGC Diagnostics · 2 days ago

Technical Support Specialist I (Hybrid)

St Paul, MN

Full-time

Hybrid

Entry Level

$60K/yr - $70K/yr

1+ years exp

MGC Diagnostics is a company specializing in cardiorespiratory systems, seeking a Technical Support Specialist I. The role involves providing responsive technical support, operator training, and maintaining thorough documentation while ensuring customer satisfaction and effective troubleshooting.

Health CareHealth DiagnosticsMedicalMedical Device

Responsibilities

Provide prompt and courteous responses to customer inquiries, issues, or application questions. Transfer unresolved hardware issues to appropriate field service staff. Take responsibility for satisfaction of the customer through ownership of customer issues through resolution

Follow procedural work instruction and standard operating procedures for the support department including but not limited to: Technical Support, CRM documentation, Sales Order entry, RMA entry, HIPAA Security

Provide education to customers that will allow them to use MGC Diagnostics products in an efficient manner

Responsible for service and support revenue generation including: Referring potential support agreement sales opportunities to UCSA sales team and new system leads to field sales representatives, quoting and pursuing software and hardware upgrade sale opportunities, quoting and pursuing software option sales, quoting annual preventive maintenance on systems where preventive maintenance is due and quoting professional services

Responsible for attending product, procedure and process in-services as designated by management

Responsible for maintaining proficiency in supporting new and existing products. These responsibilities include reading and comprehending manuals, product bulletins, data sheets, training materials and articles as they are released on new and existing products

Technical support personnel will maintain close interface with professional services, quality assurance, training, marketing, product management, software engineering, hardware engineering, service, and validation staff to successfully support new products and software and share customer issues

Provide technical support to MGCD Sales and International Partners. This support includes general applications questions and/or product demonstrations, development of sales support materials, development of sales and customer training programs, and all other sales support related projects assigned

Provide management with timely reports on recommendations, progress, and concerns. Become knowledgeable of accounts and alert management to any potential concerns

Accept other responsibilities as assigned

Complete training as identified by standard operating procedures and procedural work instructions

Regular attendance is an essential job function

Follow all company policies and procedures relating to confidential propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement

Qualification

SalesforceSQLTechnical supportBiomedical engineeringProblem solvingOrganizing skillsCommunication skillsCustomer focusTime managementEmotional intelligence