Customer Support Technician

Surgical Science; Caerphilly; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading medical simulator provider in the United Kingdom is seeking a Customer Support Technician. This role involves managing demo systems, providing technical support, and performing repairs and maintenance. The ideal candidate will have previous experience in technical customer support, excellent problem-solving skills, and proficiency with electronic systems. Flexibility for travel is essential in this dynamic and supportive work environment.

Qualifications

• Proficient in troubleshooting and repairing electronic systems.
• Excellent communication and customer service skills.
• Flexibility to travel when required.

Responsibilities

• Inspect and manage demo systems to ensure quality standards.
• Provide technical and phone support to healthcare customers.
• Perform QC duties after build and maintain service documentation.

Skills

Troubleshooting electronic systems

Configuration and installation

Customer service skills

Education

Experience in technical customer support

Tools

Microsoft Office Suite

Job description

About Surgical Science

Surgical Science is the leading supplier of medical training simulators for surgery and imaging. Our training systems are used by medical training centers and institutions worldwide for practice, validation, and certification of students, surgeons, and medical doctors. The headquarters are in Gothenburg, with additional offices in Stockholm, Tel Aviv, Cleveland, Seattle and UK.

Job Summary

We’re seeking a Customer Support Technician to join our team and support the operational performance of hardware and software for Surgical Science simulators at customer sites and within our demo fleet. In this hands-on role, you will receive, inspect, and service demo simulators - replacing parts, performing hardware/software upgrades, completing QC to confirm performance, and coordinating shipment with logistics. You will be responsible for triaging and resolving first-line technical issues via phone/email, perform routine maintenance, assisting with installations and upgrades, and ensuring accurate service documentation. You will be expected to interface with customers at a professional and high level within the healthcare industry.

Responsibilities

• Inspect and manage the demo systems to ensure quality standards
• Work independently and proactively to provide technical and phone support to healthcare customers.
• Manage system installs, upgrades & retrofits.
• Perform QC duties after build.
• Prepare information for repair / replace quotations.
• Maintain demo equipment and parts inventory.
• Provide timely and accurate documentation on services performed.
• Carry out field service repairs on customer systems.
• Maintain a low average of open cases.
• Strategically promote, educate, and market Surgical Science services to customers.
• Take accountability for deliverables and contribute to the company business and result
• Adhere to our company values respect, curiosity and perseverance.
• Comply with company policies and processes.
• Follow the company’s work health and safety rules and instructions as well as participate in work environment-related processes/activities established

After training, this position may include some national and international travel.

Required skills and capabilities

Knowledge and skills

• Proficient in troubleshooting, configuration, installation, and repair of electronic systems and computers, as well as knowledge of electro/mechanical device repair/replacement.
• Ability to solve practical and general mechanical technical issues.
• PC hardware proficiency.
• Proficient with Microsoft Office Suite or related software

Interpersonal capabilities

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Strong problem-solving skills

Education and experience

• Previous and proven experience in a relevant technical customer support role
• Technical field service experience is an advantage.
• Flexibility to travel when required is essential
• Medical background or knowledge of medical terminology is an advantage.

Surgical Science as Your Employer

Surgical Science is a global and continuously expanding organisation. You will be a part of a dynamic and creative environment. We make sure to make room for all employees to influence and contribute with their own experience and knowledge. We are confident that diversity is crucial for innovation and growth. Join a welcoming and open team!

Surgical Science provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type