Technical Support Engineer Apprentice

$50,024 - $54,995/Yr

Osi Optoelectronics - Snoqualmie, WA

Full-time - Entry Level

Snoqualmie, WA

Computer and Electronic Product Manufacturing

About the position

The Technical Support Engineer Apprentice at Spacelabs Healthcare plays a crucial role in providing first-line technical support for all products sold by the company. This position is designed to resolve a significant portion of inbound technical inquiries, ensuring customer satisfaction and maintaining the company's reputation for effective after-sales support. The role involves direct interaction with customers, distributors, and staff, requiring strong technical knowledge and interpersonal skills.

Responsibilities

• Resolving Technical Queries from Customers, Distributors and Staff.
• Responding to customers via inbound calls, chats, and e-mails regarding equipment specifications, configuration requirements, and operating instructions.
• Assisting in the diagnosis of user errors, configuration errors, and failures of Field Replaceable Units.
• Documenting all inbound customer inquiries and logging all communications in the appropriate call tracking system.
• Remotely connecting to customer sites to diagnose and resolve issues or collect necessary log files.
• Identifying and documenting reportable events and ensuring proper escalation to RA/QA.
• Escalating unresolved issues to the Product Specialist Team or other departments as appropriate.
• Assisting in the validation of technical documentation prior to release.
• Becoming Spacelabs Certified to instruct Biomed and IT personnel on equipment operation and maintenance.
• Providing in-house repair and service parts preparation for customers and distributors.

Requirements

• Technical degree in related discipline or equivalent experience.
• Proficiency with Windows and Microsoft Office.
• CompTIA A+ and/or Sec+ Certification is desirable.
• Some experience with SQL and query writing.
• Technical Support experience in a Medical field is desirable.
• Previous experience providing international Technical Support is desirable.
• Previous call center experience is desirable.
• Previous experience as a hospital BioMed is desirable.

Nice-to-haves

• Experience with SQL and query writing.
• CompTIA A+ and/or Sec+ Certification.
• Technical Support experience in a Medical field.
• Previous experience providing international Technical Support.
• Previous call center experience.
• Previous experience as a hospital BioMed.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities