Technical Customer Support Supervisor

Role Overview

This is a working supervisor role primarily focused on providing technical support for Fluke Health Solutions customers using our test equipment to maintain and troubleshoot medical devices in hospital and lab environments. The Technical Support Supervisor will troubleshoot test evaluate and support the users of medical device testers and lead a small team of Technical Support Associates. The role will be responsible for providing excellent customer experience customer satisfaction and service levels while supporting R&D Product Management and customer training initiatives. The Biomed engineer should provide expert assistance on hardware and software ensuring optimal performance and user satisfaction.

Primary Responsibilities

• Lead Technical support team in achieving KPIs related to customer experience and service level.
• Be a primary point of contact for Technical Support collaboration with other departments.
• Diagnose troubleshoot and resolve hardware and software issues related to medical device testers in Fluke Biomedical labs.
• Execute hands-on testing debugging and evaluation of medical device testers together with infusion pumps ventilators defibrillators electrical surgery units etc..
• Maintain lab equipment perform regular calibrations and ensure compliance with safety and regulatory standards.
• Provide biomedical/technical Support via tickets emails and phone.
• Support service & calibration production teams customer service and quality engineers.
• Collaborate with R&D teams during early-stage development for HW/SW testing.
• Provide feedback to Product Management on device performance and usability.
• Document testing debugging and testing results accurately (DMVM sheets procedural documents reports).
• Support with training channel partners and customers on device usage and best practices.
• Handle customer complaints related to device performance collaborating with quality teams.
• Support hospital-based testing scenarios and field evaluations as required.

Basic Requirements

• Bachelors degree in biomedical engineering or equivalent preferred
• Several years of Biomedical testing experience in a hospital or equal setting
• Experience leading and managing people
• Proficiency with Biomedical devices and medical device testing
• Proficiency in reading interpreting and applying service manuals and technical documentation for medical devices
• Proficiency with computers operating systems software and hardware troubleshooting
• Basic knowledge in ISO standards and compliance (ANSI/AAMI ES-1 IEC62353 IEC60601-1 AS/NZS 3551)
• Experience within product testing calibration or metrology within healthcare and radiation testing
• Familiarity with CRM or ticketing systems (preferred Zendesk)
• Strong problem solving analytical oral and written communication skills
• Must be fluent in English; Spanish proficiency is a plus
• Good knowledge of Microsoft Office
• Ability to work independently while collaborating with peers and other professionals
• A good and flexible team player

Fortive Corporation Overview

Fortives essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety building environments and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization industrial safety predictive maintenance and other mission-critical solutions. Were a force for progress working alongside our customers and partners to solve challenges on a global scale from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team of 10000 strong united by a dynamic inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive we believe in you. We believe in your potential your ability to learn grow and make a difference.

At Fortive we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive we believe in growth. Were honest about whats working and what isnt and we never stop improving and innovating.

Fortive: For you for us for growth.

About Fluke Health Solutions

Comprised of four industry leadersFluke Biomedical LANDAUER RaySafe and Victoreen Fluke Health Solutions (FHS) leads the biomedical and radiation detection markets with innovative products and services that help keep customers patients and clients safe. Fluke Biomedical leads the world in manufacturing biomedical test equipment like defibrillator analyzers and digital pressure meters. LANDAUER measures radiation exposure with dosimeter and radiation monitoring badges. RaySafe is the worldwide leader of X-ray test equipment real-time staff dosimetry and radiation survey meters. And Victoreen instruments are the trusted source for radiation monitoring systems and quality assurance for nuclear power professionals. At FHS we believe in your potential your ability to learn grow and contribute in meaningful ways. And we believe in giving you the opportunity accountability and visibility to do just that.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race color national origin religion sex age marital status disability veteran status sexual orientation gender identity or expression or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process please contact us at applyassistance@.