After-Sales Support Specialist - Latin America

Avomind; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Avomind is seeking an After-Sales & Technical Support Specialist to support distributors and healthcare professionals across Latin America. You will handle technical inquiries on CGM systems, insulin pumps and glucose meters, and coordinate with global product teams to resolve complex cases.

The role emphasizes training distributors, developing local support materials, maintaining accurate case records, and ensuring timely updates and high customer satisfaction.

Qualifications

• At least 3 years of experience in after-sales service, customer support or technical support within the medical device industry.
• Experience supporting diabetes care products, particularly insulin pumps, CGMs or blood glucose meters, is strongly preferred.
• Experience working with distributors or supporting customers across Latin American markets.
• Strong troubleshooting skills and the ability to explain technical information clearly to different audiences.
• A customer-focused approach, strong follow-through and confidence managing cases independently.
• Ability to collaborate with international teams and coordinate across time zones.
• Fluency in Spanish and English; or Portuguese and English depending on the location.

Responsibilities

• Serve as a key contact for distributors, local customer service teams and healthcare professionals across Latin America, providing support for CGM systems, blood glucose meters and insulin pumps.
• Investigate and resolve technical inquiries related to device operation, data synchronization, software connectivity and mobile applications.
• Coordinate with internal technical and product teams to resolve complex cases and provide timely updates to partners and customers.
• Support product complaint handling, returns and replacements in collaboration with the relevant internal teams.
• Build strong working relationships with regional distributors and help strengthen their local after-sales support capabilities.
• Deliver product training, troubleshooting sessions and practical guidance to distributor teams and healthcare professionals.
• Support new product launches by preparing local partners to handle customer inquiries and common technical issues.
• Develop clear support materials, FAQs and troubleshooting guides adapted to regional needs.

Skills

After-sales

Technical support

Troubleshooting

Customer-focused

Cross time-zone coordination

Job description

Our client is a global medical technology company focused on improving diabetes care through innovative, user-friendly devices. Its portfolio includes insulin pumps, continuous glucose monitoring (CGM) systems, blood glucose monitoring devices and point-of-care diagnostic solutions.

With an expanding international presence, the company helps patients and healthcare professionals manage diabetes more effectively. It is looking for an After-Sales & Technical Support Specialist to support customers and distribution partners across Latin America.

Key Responsibilities:

Technical Support & Troubleshooting

• Serve as a key contact for distributors, local customer service teams and healthcare professionals across Latin America, providing support for CGM systems, blood glucose meters and insulin pumps.
• Investigate and resolve technical inquiries related to device operation, data synchronization, software connectivity and mobile applications.
• Coordinate with internal technical and product teams to resolve complex cases and provide timely updates to partners and customers.
• Support product complaint handling, returns and replacements in collaboration with the relevant internal teams.

Distributor Support & Training

• Build strong working relationships with regional distributors and help strengthen their local after-sales support capabilities.
• Deliver product training, troubleshooting sessions and practical guidance to distributor teams and healthcare professionals.
• Support new product launches by preparing local partners to handle customer inquiries and common technical issues.
• Develop clear support materials, FAQs and troubleshooting guides adapted to regional needs.

Customer Experience & Product Improvement

• Track support cases and follow up to ensure issues are resolved effectively.
• Identify recurring technical issues and customer feedback, sharing insights with Product Management and Technical Support.
• Improve support processes to increase responsiveness and customer satisfaction across the region.
• Maintain accurate case records and handle customer information responsibly in line with company procedures.

• At least 3 years of experience in after-sales service, customer support or technical support within the medical device industry.
• Experience supporting diabetes care products, particularly insulin pumps, CGMs or blood glucose meters, is strongly preferred.
• Experience working with distributors or supporting customers across Latin American markets.
• Strong troubleshooting skills and the ability to explain technical information clearly to different audiences.
• A customer-focused approach, strong follow-through and confidence managing cases independently.
• Ability to collaborate with international teams and coordinate across time zones.
• Fluency in Spanish and English; or Portuguese and English depending on the location.