What are the responsibilities and job description for the Technical Support Engineer - Medical Device - Beverly, MA position at Michael Page International?
- Work for a global medical device organization
- Join a company making a real difference with excellent benefits
About Our Client
The company is a leading medical device manufacturer with multiple locations across the world, and an office HQ in Beverly, MA. They make a real difference in their field, and they're currently rapidly growing across the US. They have fantastic benefits and offer candidates an excellent long-term career opportunity!
Job Description
The Technical Support Engineer will ensure exceptional customer satisfaction with this organizations 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 systems
- Create 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 needed
- Collaborate 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 Successful Applicant
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.
What's on Offer
Included in the compensation package for the Technical Support Engineer:
- Base salary ranging from $80k-$100k
- Hybrid 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 Target
- Excellent growth opportunity
Contact
Joshua Kerslake
Quote job ref
JN-560
Salary : $80,000 - $100,000