Fluke Health Solutions · 8 hours ago
Technical Customer Support Supervisor
Everett, WA
Full-time
Onsite
Mid, Senior Level
$88K/yr - $147K/yrFluke Health Solutions is a leader in biomedical and radiation detection markets, providing innovative products and services. The Technical Customer Support Supervisor will lead a team focused on delivering technical support for medical device testers, ensuring customer satisfaction and compliance with safety standards.
Medical Device
Responsibilities
Lead Technical support team in achieving KPIs related to customer experience and service level
Be a primary point of contact for Technical Support collaboration with other departments
Diagnose, troubleshoot, and resolve hardware and software issues related to medical device testers in Fluke Biomedical labs
Execute hands-on testing, debugging, and evaluation of medical device testers together with infusion pumps, ventilators, defibrillators, electrical surgery units, etc
Maintain lab equipment, perform regular calibrations, and ensure compliance with safety and regulatory standards
Provide biomedical/technical Support via tickets, emails, and phone
Support service & calibration, production teams, customer service, and quality engineers
Collaborate with R&D teams during early-stage development for HW/SW testing
Provide feedback to Product Management on device performance and usability
Document testing, debugging, and testing results accurately (DMVM sheets, procedural documents, reports)
Support with training channel partners and customers on device usage and best practices
Handle customer complaints related to device performance, collaborating with quality teams
Support hospital-based testing scenarios and field evaluations as required
Qualification
Required
Bachelor's degree in biomedical engineering or equivalent preferred
Several years of Biomedical testing experience in a hospital or equal setting
Experience leading and managing people
Proficiency with Biomedical devices and medical device testing
Proficiency in reading, interpreting, and applying service manuals and technical documentation for medical devices
Proficiency with computers, operating systems, software, and hardware troubleshooting
Basic knowledge in ISO standards and compliance (ANSI/AAMI ES-1, IEC62353, IEC60601-1, AS/NZS 3551)
Experience within product testing, calibration, or metrology within healthcare and radiation testing
Familiarity with CRM or ticketing systems (preferred Zendesk)
Strong problem solving, analytical, oral, and written communication skills
Must be fluent in English; Spanish proficiency is a plus
Good knowledge of Microsoft Office
Ability to work independently while collaborating with peers and other professionals
A good and flexible team player
Benefits
This position is also eligible for bonus as part of the total compensation package.
Company
Fluke Health Solutions
Keeping life’s critical devices ready to go at a moment’s notice.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Laura Mellinger
Strategic HR Business Partner
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