Medical Device Technician Manager

1 week ago

Sydney, New South Wales, Australia beBeeTechSupport Remote Work Freelance Full time $90,000 - $120,000
Technical Support Specialist

We are seeking a skilled Technical Support Specialist to oversee and ensure the effective execution of all technical service-related functions for our organization.

This role will focus on leading a technical support team, ensuring compliance with service level agreements, and maintaining high levels of customer satisfaction, while overseeing the operation and maintenance of our products in clinical and operational settings.

Key Responsibilities:
  • Team Leadership and Supervision:

Supervise a team of technical service staff responsible for the maintenance and support of our products. Provide guidance, mentorship, and training to team members to ensure excellence in technical support and customer service.

Schedule and manage team assignments, ensuring appropriate resources are allocated to meet customer service and project requirements.

  • Technical Support and Maintenance:

Serve as the primary escalation point for all complex technical issues within the project, coordinating with internal engineering and product teams to ensure timely resolutions.

Conduct, oversee, and/or coordinate the repair, maintenance, and preventive maintenance of our medical devices to ensure operational efficiency and compliance with standards.

Ensure that service documentation is completed accurately and in a timely manner for all service activities, including repair logs and preventative maintenance records.

  • Customer Engagement and Service Excellence:

Develop and maintain strong relationships with stakeholders, serving as the primary technical contact for our organization.

Proactively address and resolve any customer concerns or feedback in a manner that aligns with our standards for customer service excellence.

Conduct customer training sessions and educational workshops as needed to ensure end users are well-equipped to use and maintain our products safely and effectively.

  • Project Management and Reporting:

Oversee the execution of technical service-related project milestones, ensuring all tasks are completed on time, within budget, and to the highest quality standards.

Collaborate with cross-functional teams (e.g., sales, operations, engineering) to provide updates and ensure alignment with overall project goals.

Prepare and present detailed reports on service metrics, customer satisfaction, device performance, and other relevant KPIs to both internal and external stakeholders.

  • Compliance and Safety:

Ensure all technical services are delivered in compliance with applicable local and national regulations, industry standards, and organizational policies, including health and safety standards.

Lead continuous improvement initiatives to enhance service processes, reduce downtime, and maximize product performance.

Qualifications and Experience:

We are looking for an individual with a Bachelor's degree in biomedical engineering, electronics, or a related technical discipline, or equivalent work experience.

A minimum of 5 years of experience in a technical service or support role within the medical device industry, with at least 2 years in a supervisory or leadership capacity, is required.

Proven expertise in the maintenance and support of complex medical devices, with specific experience in defibrillators, monitors, or similar life-saving equipment being highly desirable.

Preferred Skills:

Experience with our products and technology is preferred.

Technical certifications relevant to medical devices or biomedical equipment servicing are also beneficial.

What We Offer:

We offer a competitive compensation package and opportunities for professional growth and development.

We prioritize work-life balance and encourage our employees to pursue their passions outside of work.

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