Senior Technical Support Specialist – Medical Devices

EchoNous Inc.; Redmond (WA); On-site; USD 82,000 - 92,000; Full time

Job summary

EchoNous Inc. in Redmond, WA is seeking a Technical Customer Support Specialist to join our service team.

You will troubleshoot field-reported device failures and provide customers with solutions to minimize downtime, leveraging your strong technical background and customer service business acumen. The role requires five years in medical device or industrial goods, proficiency with Office and CRM tools, and a commitment to FDA and HIPAA compliance.

Qualifications

• Five years related work experience in the medical device or industrial goods industry.
• Proficient in Microsoft Office, Google Workspace, Salesforce CRM, and/or Oracle/NetSuite.
• Excellent communication and interpersonal skills with professional business acumen.
• Well organized and able to prioritize tasks efficiently.
• Commitment to FDA and HIPAA regulatory compliance.
• Strong problem-solving abilities in fast-paced environments.

Responsibilities

• Attend to inbound calls and emails seeking technical expertise to remedy issues in the field.
• Intake complex technical matters from users and offer remedies for a positive user experience.
• Follow up with customers on EchoNous service experience and remind returns to be sent promptly.
• Document customer complaints in internal systems per QMS; create cases, RMAs and process updates.
• Provide VOC feedback on events and device behavior to drive continuous improvement.
• Conduct pre- and post-sale calls to set technical expectations for device application.
• Collaborate with accounting, regulatory, supplier quality, logistics, and engineering teams.

Skills

Communication

Interpersonal skills

Problem-solving

Technical aptitude

Tools

Microsoft Office

Google Workspace

Salesforce CRM

Oracle/NetSuite

Job description

EchoNous Inc. in Redmond, WA is seeking a Technical Customer Support Specialist to join our service team.

You will troubleshoot field-reported device failures and provide customers with solutions to minimize downtime, leveraging your strong technical background and customer service business acumen. The role requires five years in medical device or industrial goods, proficiency with Office and CRM tools, and a commitment to FDA and HIPAA compliance.