Technical Support Specialist

3 days ago

Melbourne, Victoria, Australia beBeeClinical Full time US$130,000 - US$141,500
Technical Service Lead

This is a critical role in building and scaling our remote technical and clinical support function for a next-generation robotic medical device platform. This customer-facing position requires exceptional world-class remote support delivery to healthcare providers and internal field teams.

Key Responsibilities:
  • Leadership and Strategy:
  • Demonstrate technical expertise and provide leadership to the team, ensuring timely and high-quality support through phone, video, and remote access tools.
  • Develop and standardize workflows for issue triage, escalation, and resolution processes.
  • Maintain documentation of support cases and ensure knowledge base content is regularly updated.
  • Support Excellence:
  • Design and implement a scalable remote support model that meets customer base and business needs.
  • Evaluate and recommend AI or automation solutions to improve support efficiency.
  • Leverage customer data analytics to identify trends and prevent recurring issues.
  • Cross-Functional Collaboration:
  • Partner with Product Management, R&D, and Field Service for serviceability improvements and supportability.
  • Define serviceability requirements, negotiate, and influence stakeholders to prioritize and develop servicing tools and applications.
  • Collaborate on remote monitoring and alerting capabilities.
  • Team Leadership and Customer Advocacy:
  • Lead and support remote support specialists, fostering a culture of responsiveness and technical and clinical insight.
  • Mentor team members and contribute to onboarding, training, and professional development programs.
  • Actively engage with customers to understand evolving needs and shape support offerings.

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