Technical Support Specialist
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Job Location:
Salt Lake, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Technical Support Specialist
Schedule: M-F 8:00am 5:00pm
Hourly Rate: $24 (based on education and experience)
Location: Salt Lake City UT - in office
Summary:
As a Technical Support Specialist at MTI you will be a key member of our Customer Care Team responsible for delivering exceptional customer service and technical support to our customers. You will handle parts orders warranty and non-warranty repair orders diagnose and resolve technical issues related to MTI equipment and ensure timely delivery of accurate replacement parts. Your ability to communicate clearly troubleshoot effectively and maintain a customer-first mindset will be essential to your success.
- Manage and resolve customer technical support cases via phone video conferencing messaging platforms and email.
- Provide guidance: Lead customers through troubleshooting procedures to diagnose and resolve equipment issues.
- Provide guidance: Lead customers through troubleshooting procedures to diagnose and resolve equipment issues.
- Create and manage warranty/non-warranty repair orders in the ERP system and ensure proper documentation.
- Document all actions: Accurately and precisely document all customer communications troubleshooting steps and resolution actions in MTIs ERP system.
- Serve as a subject matter expert: Act as a product expert and technical resource for both customers and internal teams.
- Maintain regulatory compliance: Ensure all procedures and records comply with applicable standards and regulations
- Use company tools guides and manuals to troubleshoot and resolve technical issues.
- Accurately diagnose customer product issues provide and communicate timely solutions.
- Process parts orders
- Order entry
- Case management
- Follow RMA Process
- Communicate product quality concerns to the Quality Manager for root cause analysis.
- Maintain confidentiality of client information and data.
- Document technical support processes procedures and resolutions.
- Collaborate with third-party biomedical companies to define repair requirements and oversee the completion of the work.
- Provide third-party biomedical companies with detailed repair instructions and verify that all repairs are completed to standard.
Required Skills & Competencies
- Self-motivated and results-driven with a proactive approach to problem-solving.
- Strong troubleshooting skills in electrical and mechanical systems.
- Excellent organizational and time management abilities.
- Effective verbal and written communication skills.
- Analytical thinker with strong critical thinking and problem-solving capabilities.
- Collaborative team player in a matrixed environment.
- Ability to manage interruptions and adapt in a fast-paced dynamic setting.
- Build trust and strong relationships with internal and external stakeholders.
- Demonstrates technical competence and communicates effectively to influence outcomes.
- Proficient computer skills
Qualifications
- Experience troubleshooting electro-mechanical equipment.
- Prior experience in technical support customer service or field service.
- Field service experience with medical or office equipment preferred.
- Technical writing experience including documentation of processes and procedures.
- Strong questioning and information-gathering skills for effective issue resolution.
- Technical certification is preferred.
Company
MTI (Medical Technology Industries Inc.)
Company Overview
MTI (Medical Technology Industries Inc.) is a leading manufacturer of the highest-quality medical exam and procedure room equipment. MTI is a fast-growing business which remains true to its family-focused culture and values. We are very proud of our innovative high-quality work and products. We value our employees and understand how each individual contributes to our products processes and customer experience. We provide a casual friendly workplace and encourage employee growth and development. Visit to learn more.
Benefits Youll Enjoy (full-time employees)
Medical vision dental
Health Savings Account (HSA) & Flexible Spending (FSA)
401k plan with employer match with vesting starting day 1
Paid time off
Paid holidays
Annual bonus incentive
$5250 annual education/tuition assistance
Company events lunches and giveaways
Required Experience:
Unclear Seniority
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
MTI mission is” to become the largest premium luxury importer & distributor in Egypt setting a class leading benchmark in Customer Service” MTI is a member of the Mohamed Mahmoud Sons Group “ MM Sons Group” privately owned and managed by the Mohamed Mahmoud Family. The Group is mana ... View more
