Medical Device Customer Tech Support Specialist

M3DICINE Pty Ltd; Rockhampton Regional; On-site; AUD 90,000 - 110,000; Full time

Job summary

M3DICINE Pty Ltd is seeking a Customer / Technical Support Specialist to liaise with customers and internal teams, guiding users through product features and troubleshooting. The role emphasizes developing technical content and delivering excellent customer experiences across devices, apps, and the platform.

You will work hands-on with Salesforce, iOS/Android platforms, and cloud services, supporting customers through onboarding, training, and post-sale activities while collaborating with sales

Qualifications

• Demonstrated customer support experience (3+ years).
• Experience in healthcare, medical device and/or biotech industries.
• Experience with Salesforce (2+ years) and mobile platforms.
• Proficiency with web-based applications, cloud services and portals.
• Knowledge of iOS/Android platform functionality.

Responsibilities

• Support customers across lifecycle from post-sale to onboarding and training.
• Develop and implement new product technical support documentation and programs.
• Provide direct on- and offline technical support.
• Handle complaints per Quality Systems and post market surveillance.
• Report field product performance metrics for system and assay data.
• Apply fact-based scientific and analytical practices, incl. NPS implementation.
• Provide technical assistance to sales, application specialists and marketing.
• Collaborate with product, engineering and sales to capture customer needs and feature requests.
• Maintain current industry and technical knowledge for future product launches.

Skills

Customer support

Salesforce

iOS/Android

SaaS/Cloud

Technical docs

Data analysis

Cross-functional collaboration

Tools

Salesforce

Microsoft Office

App Store platforms

Cloud services

Job description

M3DICINE Pty Ltd is seeking a Customer / Technical Support Specialist to liaise with customers and internal teams, guiding users through product features and troubleshooting. The role emphasizes developing technical content and delivering excellent customer experiences across devices, apps, and the platform.

You will work hands-on with Salesforce, iOS/Android platforms, and cloud services, supporting customers through onboarding, training, and post-sale activities while collaborating with sales