Product Support Specialist

ManpowerGroup Global, Inc.; Princeton (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

ManpowerGroup Global, Inc. is seeking a Technical Support Specialist I for frontline technical and customer support of medical diagnostic and point-of-care products in Princeton, NJ.

The role emphasizes troubleshooting, regulatory compliance, and clear communication with healthcare professionals. Ideal candidates have 3–5 years of relevant experience and a strong background in biology/clinical sciences, engineering, or life sciences, with the ability to resolve complex product issues in a

Qualifications

• Bachelor's degree or equivalent experience in Biology, Nursing, Medical Technology, Clinical Sciences, Engineering or related scientific/healthcare disciplines.
• 3-5 years of relevant experience in technical support, customer support, healthcare, laboratory or medical device environments.
• Experience working in an FDA-regulated environment.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to learn and interpret complex technical information.
• Ability to work independently and collaboratively within a team.

Responsibilities

• Provide technical support to internal and external customers regarding medical device products.
• Respond to customer inquiries via phone (≈80%) and email (≈20%).
• Troubleshoot and diagnose product issues by analyzing complaints and identifying root causes.
• Educate customers on product usage, software updates, and troubleshooting procedures.
• Document customer complaints and interactions per quality/regulatory requirements.
• Collaborate with cross-functional teams to resolve issues and improve customer experience.
• Maintain accurate records using databases and computer systems.

Skills

Troubleshooting

Analytical thinking

Problem solving

Verbal and written communication

Database/CRM proficiency

Education

Biology

Nursing

Medical Technology

Clinical Sciences

Engineering/Related sciences

Tools

Databases

CRM systems

Computer applications

Job description

Technical Support Specialist I - Medical Devices

Location: [Princeton, NJ 08540]

Experience Required: 3-5 Years

Employment Type: [Full-Time/Contract]

Job Summary: We are seeking a Technical Support Specialist I to provide frontline technical and customer support for a portfolio of medical diagnostic and point-of-care products. This role primarily supports healthcare professionals through phone-based interactions and requires strong troubleshooting abilities, technical aptitude, and excellent communication skills. The ideal candidate will have experience working in an FDA-regulated environment, a strong clinical, technical, engineering, or life sciences background, and the ability to effectively resolve product-related issues in a fast-paced customer support setting.

Key Responsibilities

• Provide technical support to internal and external customers regarding medical device products.
• Respond to customer inquiries through multiple communication channels, with approximately 80% phone support, 20% email support.
• Troubleshoot and diagnose product issues by analyzing complaints and identifying root causes.
• Systematically evaluate and eliminate potential causes to determine appropriate solutions.
• Educate customers on product usage, functionality, software updates, and troubleshooting procedures.
• Document customer complaints and interactions in accordance with quality and regulatory requirements.
• Recognize, analyze, and communicate product trends and their potential impact on customers.
• Ensure compliance with Quality System requirements and FDA regulations.
• Collaborate effectively with cross-functional teams to resolve technical issues and improve customer experience.
• Maintain accurate records using various databases and computer systems.

Required Qualifications

• Bachelor's degree or equivalent experience in Biology
• Bachelor's degree or equivalent experience in Nursing
• Bachelor's degree or equivalent experience in Medical Technology
• Bachelor's degree or equivalent experience in Clinical Sciences
• Bachelor's degree or equivalent experience in Engineering
• Bachelor's degree or equivalent experience in Related scientific or healthcare disciplines
• 3-5 years of relevant experience in technical support, customer support, healthcare, laboratory, or medical device environments.
• Experience working in an FDA-regulated environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to quickly learn and interpret complex technical information.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with databases, CRM systems, and other computer applications.

Preferred Qualifications

• Experience supporting medical devices, diagnostics, or point-of-care testing products.
• Clinical or healthcare experience working with Nurses
• Clinical or healthcare experience working with Laboratory Technicians
• Clinical or healthcare experience working with Point-of-Care Coordinators
• Clinical or healthcare experience working with Other Healthcare Providers
• Experience providing Tier I technical support.
• Knowledge of product software updates and device troubleshooting processes.
• Previous experience supporting bedside diagnostic or point-of-care products is highly desirable.

Shift: Monday - Friday - 10:30 am to 7:00 pm

Ideal Candidate Profile

The successful candidate will be customer-focused, technically proficient, and comfortable resolving complex product issues in a fast-paced environment. They will possess strong critical thinking skills and the ability to communicate effectively with healthcare professionals while maintaining compliance with quality and regulatory standards.

We are looking for the candidate who are eligible to work with any employers without sponsorship.