Technical Customer Support Specialist III

Position Summary

EchoNous is revolutionizing medical ultrasound by combining premium ultrasound technology with industry-leading AI, creating ultraportable, affordable, and advanced tablet-based ultrasound devices that offer the features of larger, more expensive systems.

We are excited to offer an opportunity for a Technical Support Specialist to join our service team at our Redmond, WA corporate office. The Technical Support Specialist will play a crucial role in customer engagement, troubleshooting device failures reported in the field, and offering solutions to minimize downtime. The ideal candidate must possess professional customer service business acumen, a strong technical competency, and the ability to problem-solve effectively in fast-paced environments.

Responsibilities

• Serve as the primary point of contact for inbound calls and emails, providing technical expertise to resolve field-related failures from both domestic and international customers.
• Demonstrate the ability to process complex technical issues presented by a diverse range of experienced users and offer solutions that enhance the user experience.
• Document customer complaints through internal systems in compliance with QMS standards. Create cases, problem reports, and RMAs across different software platforms to ensure traceability. Conduct reportability reviews on reported failures.
• Follow up with customers on their EchoNous service experience and conduct outreach to ensure timely returns of failed devices.
• Act as the Voice of the Customer (VOC), reporting events and device behaviors to support continuous improvement. Provide feedback and suggestions for enhancing the overall user experience.
• Conduct pre- and post-sale calls with customers to set clear technical expectations and ensure proper device application.
• Collaborate with departments such as accounting, regulatory, supplier quality, logistics, and engineering to provide technical service department insights on various business topics.

Qualifications/Skills/Experience

• Five years of related work experience in the medical device or biotech industry.
• Exceptional listening skills to accurately assess challenging situations and deliver optimal solutions for failure events.
• Proficiency with Microsoft Office, Google Office Space, Salesforce CRM, and/or Oracle/NetSuite.
• Strong communication and interpersonal skills with professional business acumen.
• Strong self-discipline, with the ability to manage competing priorities and consistently meet commitments.
• Flexibility to engage in high-profile customer calls that may occur outside of normal business hours.
• Adherence to regulatory compliance policies to meet FDA and HIPAA regulations.
• Willingness to take on additional customer care assignments to recover unreturned assets.
• Promote a positive and optimistic outlook.

Work Location

• Corporate office in Redmond, Washington