Service & Support Technician 100% (m/f/d)
Service & Support Technician 100% (m/f/d)
Posted on :
20-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
20-05-2025
Job Description
About Us
We believe medical education is powerfully delivered through datadriven simulation. Since 2007 we have developed the leading solutions for training outside the operating room because we believe healthcare professionals should never have to perform a procedure for the first time on a patient.
Vision
VirtaMeds vision is to improve the quality of medical care with stateoftheart virtual realitybased medical training and education.
Mission
Our mission is to alter the way medical skills are taught.
We believe in customer orientation agility diversity and passion. We take joy in creating the best possible surgical training tools and we are proud to be making the world a better place. This is what makes up our company about our culture
Vision
VirtaMeds vision is to improve the quality of medical care with stateoftheart virtual realitybased medical training and education.
Mission
Our mission is to alter the way medical skills are taught.
We believe in customer orientation agility diversity and passion. We take joy in creating the best possible surgical training tools and we are proud to be making the world a better place. This is what makes up our company about our culture
Your Work
The Service & Support Technician is responsible for providing highquality technical support to VirtaMed Inc. customers via phone email or inperson visits. This role includes performing inhouse repairs on simulators and components maintaining demo equipment managing logistics and ensuring accurate documentation. The technician also supports internal operations and collaborates with crossfunctional teams to deliver exceptional customer experience.
Customer Support Helpdesk
Serve as a frontline representative for customer satisfaction by delivering remote technical support via email and phone. Take prompt action to diagnose and resolve issues to ensure minimal downtime for customers.
Repairs and Trouble Shooting
Perform inhouse repairs on simulator hardware and components including devices returned from customers. Handle softwarerelated issues or escalate them to the development team when necessary.
Occasional Travel
Travel occasionally (with prior approval) to support simulators at customer locations conferences training centers and hospitals.
CrossFunctional Collaboration
Work closely with Sales and Training & Education teams to ensure simulators are properly installed and customers are welltrained. Escalate persistent issues to the appropriate internal stakeholders (e.g. Hardware Roundtable).
Process Compliance and Improvement
Follow established service and support protocols. Recommend process improvements and report deviations or inefficiencies to the Line Manager.
OnCall Support Rotation
Participate in an oncall rotation to provide support outside regular business hours (Monday Friday) ensuring 24/7 customer assistance. Oncall duties are equitably shared among the team.
Logistics Management
Oversee the receipt and dispatch of equipment and ensure timely delivery of repaired devices to customers.
Fleet Management
Maintain quality control repair readiness and secure storage for the simulator fleet. Secure storage of Fleet Management simulators in our warehouse. Address any scheduling conflicts directly with customers and manage the project to ensure a seamless experience for them.
Professional Development
Stay up to date with new product developments by attending training sessions. Continuously improve your skills to maintain our high standards of customer service.
Continual Growth
With new products being developed regularly attend training sessions and adopt a proactive approach to ensure we provide the high level of customer service our clients expect.
Customer Support Helpdesk
Serve as a frontline representative for customer satisfaction by delivering remote technical support via email and phone. Take prompt action to diagnose and resolve issues to ensure minimal downtime for customers.
Repairs and Trouble Shooting
Perform inhouse repairs on simulator hardware and components including devices returned from customers. Handle softwarerelated issues or escalate them to the development team when necessary.
Occasional Travel
Travel occasionally (with prior approval) to support simulators at customer locations conferences training centers and hospitals.
CrossFunctional Collaboration
Work closely with Sales and Training & Education teams to ensure simulators are properly installed and customers are welltrained. Escalate persistent issues to the appropriate internal stakeholders (e.g. Hardware Roundtable).
Process Compliance and Improvement
Follow established service and support protocols. Recommend process improvements and report deviations or inefficiencies to the Line Manager.
OnCall Support Rotation
Participate in an oncall rotation to provide support outside regular business hours (Monday Friday) ensuring 24/7 customer assistance. Oncall duties are equitably shared among the team.
Logistics Management
Oversee the receipt and dispatch of equipment and ensure timely delivery of repaired devices to customers.
Fleet Management
Maintain quality control repair readiness and secure storage for the simulator fleet. Secure storage of Fleet Management simulators in our warehouse. Address any scheduling conflicts directly with customers and manage the project to ensure a seamless experience for them.
Professional Development
Stay up to date with new product developments by attending training sessions. Continuously improve your skills to maintain our high standards of customer service.
Continual Growth
With new products being developed regularly attend training sessions and adopt a proactive approach to ensure we provide the high level of customer service our clients expect.
Your Profile
Experience
Minimum 2 years of experience working with mechatronic products and at least 1 year in a customerfacing service and support role. Strong technical troubleshooting and repair skills required.
Technical Passion
Strong interest and proficiency in both hardware and software technologies. Enthusiastic about helping customers both remotely and onsite.
Professional Attitude
Pragmatic flexible and solutionfocused with a cando mindset. Highly customeroriented and eager to go the extra mile when needed. Enjoys dynamic environments and thrives on achieving team goals and milestones.
Minimum 2 years of experience working with mechatronic products and at least 1 year in a customerfacing service and support role. Strong technical troubleshooting and repair skills required.
Technical Passion
Strong interest and proficiency in both hardware and software technologies. Enthusiastic about helping customers both remotely and onsite.
Professional Attitude
Pragmatic flexible and solutionfocused with a cando mindset. Highly customeroriented and eager to go the extra mile when needed. Enjoys dynamic environments and thrives on achieving team goals and milestones.
End statement
Today there are over 90 VirtaMedians worldwide with innovation headquartered in Zurich Switzerland and a global network of expert partners. VirtaMeds simulation and advanced data analytics are embedded into medical education in collaboration with hospitals medical societies and medical device companies.
We are looking forward to your application! Please upload your CV motivation letter and your top5 list of why you would like to work with us. For some recommendations from your possible future colleagues check out the video and statements on the at About us Company culture.
We are looking forward to your application! Please upload your CV motivation letter and your top5 list of why you would like to work with us. For some recommendations from your possible future colleagues check out the video and statements on the at About us Company culture.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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