After-Sales Support & Customer Service Specialist

Tech Recruit; Brasil; Remote; BRL 230,000 - 351,000; Full time

Job summary

Tech Recruit supports an international medical technology company in seeking an After-Sales Support & Customer Service Specialist for Latin America. The role focuses on delivering technical assistance, customer service, and product support for diabetes management devices.

You will handle inquiries from distributors and healthcare professionals, troubleshoot CGM and insulin pump systems, and collaborate with engineering teams to resolve post-market issues while maintaining high data privacy

Qualifications

• Bachelor's degree in Biomedical Engineering, Life Sciences, Healthcare, or related field.
• Experience in customer service, technical support, or post-sales service.
• Fluent in Spanish and English, both written and spoken.

Responsibilities

• Serve as the primary contact for after-sales support across Latin America.
• Provide technical assistance and troubleshooting for diabetes management devices (CGM, BGM, insulin pumps).
• Investigate and resolve customer inquiries on device functionality, data syncing, and software connectivity.
• Collaborate with engineering, product management, and IT teams to resolve complex issues.
• Manage complaints and service requests with accurate documentation and timely follow-up.
• Support data privacy requests and act as a first point of contact for privacy incidents.
• Maintain records of support activities and investigations.
• Deliver training and technical guidance to distributors and customers.
• Conduct on-site visits for training and demonstrations as needed.
• Gather customer feedback and market insights for product improvement.
• Participate in industry events and coordinate with international teams.

Skills

Troubleshooting

Customer support

Technical communication

Problem solving

Spanish fluency

English fluency

Travel willingness

Education

Bachelor's degree

Biomedical Engineering / Life Sciences background

Job description

After-Sales Support & Customer Service Specialist – Medical Devices

Employment Type: Full-Time

Company Overview

Our client is an international medical technology company focused on developing innovative diabetes management solutions that improve patient care and support healthcare professionals worldwide.

Its product portfolio includes Continuous Glucose Monitoring (CGM), Blood Glucose Monitoring (BGM), and insulin delivery technologies.

To support its growing international customer base, the company is seeking an After-Sales Support & Customer Service Specialist to provide technical assistance, customer service, and product support across Latin American markets.

Key Responsibilities

• Act as a primary point of contact for after-sales support enquiries from customers, distributors, healthcare professionals, and internal customer service teams across Latin America.
• Provide technical assistance and troubleshooting support for diabetes management medical devices, including CGM systems, blood glucose monitoring devices, and insulin pumps.
• Investigate and resolve customer enquiries relating to device functionality, data synchronisation, data accuracy, software connectivity, and product performance.
• Collaborate with technical support, product management, and engineering teams to identify and resolve complex technical or post-market issues.
• Manage customer complaints, technical enquiries, and service requests, ensuring accurate documentation and timely follow-up.
• Support data subject requests, including access, deletion, and data portability, in accordance with applicable data protection regulations and internal policies.
• Act as an initial point of contact for data privacy concerns and incidents, escalating issues to the relevant internal teams when necessary.
• Maintain accurate records of customer support activities, technical investigations, and relevant data processing activities.
• Deliver product training, technical guidance, and educational support to distributors, customers, and healthcare professionals.
• Conduct customer visits when necessary to provide on-site training, product demonstrations, and technical assistance.
• Collect customer feedback, market information, and competitor insights to support continuous product and service improvements.
• Participate in relevant industry exhibitions, healthcare conferences, and local market activities.
• Coordinate with international teams to ensure consistent service standards and effective communication across regional markets.
• Support additional operational and customer service activities in response to business needs.

Requirements

• Bachelor's degree or above in Biomedical Engineering, Life Sciences, Healthcare, Business, Technical Support, or a related discipline.
• Relevant experience in customer service, technical support, after-sales service, or customer relationship management.
• Strong troubleshooting and problem-solving abilities, particularly when handling technical product enquiries or customer complaints.
• Ability to communicate technical information clearly to customers, distributors, and non-technical users.
• Excellent customer service mindset, communication skills, organisational ability, and attention to detail.
• Fluent Spanish and English, both written and spoken.
• Based in Argentina, Chile, or Brazil, with the ability to support customers across Latin American markets.
• Comfortable working independently in a home-based position and collaborating with international colleagues.
• Willingness to travel occasionally for customer visits, product training, or relevant industry events.

Preferred Qualifications

• Previous experience in medical devices, diagnostics, healthcare products, or related technical support environments.
• Familiarity with diabetes management technologies, particularly CGM systems, blood glucose monitoring devices, or insulin pumps.
• Educational or professional background in medicine, nursing, biomedical engineering, or related healthcare disciplines.
• Experience supporting customers or distribution partners across multiple Latin American countries.
• Familiarity with international trade processes and cross-border customer support operations.
• Knowledge of data privacy regulations and customer data management procedures.
• Portuguese language skills would be an additional advantage, particularly for supporting customers in Brazil.