Medical Device Technical Support Specialist

Quantum Surgical

Madison (WI)

On-site

USD 55,000 - 85,000

Full time

14 days+

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Job summary

NeuWave Medical in Madison, WI is seeking a Technical Support Specialist to triage customer technical inquiries by phone, email and other channels, and assist with failure analysis of RMA’d devices while working with Sales, Field Service and Repair. You will travel up to 10% (domestic/international as applicable) and may stand, bend, sit and kneel during shifts.

You will document findings to quality requirements and protect NeuWave/Quantum confidential information.

Qualifications

Bachelor’s degree or equivalent training and experience.
Typing proficiency and Microsoft Office Suite.
Strong analytical and problem‑solving skills.
Ability to read mechanical drawings and wiring schematics.
Capable of prolonged computer work.
Able to lift up to 50 pounds.

Responsibilities

Triage customer inquiries with accurate product, procedure, and troubleshooting information.
Protect confidentiality of patient and NeuWave/Quantum information.
Document interactions in accordance with quality requirements.
Ask targeted questions to capture product and event data and ensure positive experiences.
Communicate clearly verbally; write with proper grammar and tone.
Assess customer needs to resolve issues effectively.
Support repair, test, and configuration of spare parts as needed.
Document failure analyses for RMAs to aid troubleshooting.
Follow work instructions and operate equipment for repair/testing.