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 is responsible for providing first-line technical support for all products sold by the company. This role involves resolving a significant portion of inbound technical inquiries, enhancing the company's reputation for effective after-sales support, and ensuring compliance with company policies. The apprentice will engage with customers, distributors, and staff to address technical queries, document inquiries, and assist in diagnosing issues, all while upholding the company's values of customer obsession and superior results.

Responsibilities

• Resolving technical queries from customers, distributors, and staff.
• Responding to customers via inbound calls, chats, and emails regarding equipment specifications and maintenance instructions.
• Assisting in diagnosing user errors and configuration issues.
• Documenting all inbound customer inquiries in the appropriate call tracking system.
• Remotely connecting to customer sites to diagnose and resolve issues.
• Identifying and documenting reportable events and escalating them as necessary.
• Assisting in the validation of technical documentation prior to release.
• Becoming Spacelabs certified to instruct personnel on equipment operation and maintenance.
• Providing in-house repair and service parts preparation for customers and distributors.

Requirements

• Technical degree in a 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 in a medical field for technical support.
• International technical support experience.
• Call center experience.
• Experience as a hospital BioMed.

Benefits

• Life insurance
• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities