Senior Technical Support Technician

Sage Global Services Limited; The Woodlands (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Bedfont USA in The Woodlands, TX is seeking a Senior Technical Support Technician to provide advanced technical support for Bedfont breath analysis devices across the US and Latin America.

You will service, calibrate and repair equipment, diagnose faults and support product fulfilment while collaborating with Bedfont UK to ensure high-quality customer service.

Qualifications

• Minimum 3 years’ experience servicing or supporting electronic or electromechanical equipment.
• Experience using test, calibration or diagnostic equipment.
• Customer-facing with strong communication skills.
• Ability to work independently and mentor others.

Responsibilities

• Service, calibrate, test and repair Bedfont devices per procedures.
• Diagnose and resolve technical faults and equipment failures.
• Escalate complex issues as appropriate.
• Provide technical support to customers and distributors in US & Latin America.
• Collaborate with Bedfont UK to share feedback and insights.
• Support product fulfilment activities and quality checks.
• Maintain service records and compliance with regulatory standards.

Skills

Technical support

Diagnostics

Calibration

Customer service

Field service

Education

Associate degree

Bachelor's degree

Technical certification

Tools

Calibration equipment

Test equipment

Electronics diagnostics tools

Job description

Established in 1976, Bedfont is an award-winning medical technology company based in Harrietsham, Kent. Its breath analysis medical devices are exported globally thanks to its network of carefully selected distributors.

The Challenge:

Healthcare is evolving and the market for breath analysis monitors is expanding. Bedfont are looking for hard-working, like-minded, and passionate individuals to join the Bedfont Family to help achieve its goal of innovating healthcare worldwide.

Your Mission:

The Senior Technical Support Technician is responsible for providing advanced technical support for Bedfont products across the US and Latin America. The role combines hands-on device servicing, calibration and repair with technical customer support, process improvement and support for product fulfilment activities.

Acting as a senior member of the Technical Service & Support team, the role will serve as a technical escalation point, support the development of Technical Support Technicians, and work closely with colleagues across Bedfont USA and Bedfont UK to deliver a high standard of customer service and technical support across the region.

Roles and Responsibilities:

Technical Service, Repair & Calibration

• Service, calibrate, test and repair Bedfont devices in accordance with approved procedures.
• Diagnose and resolve technical faults, product issues and equipment failures.
• Operate and maintain testing, calibration and servicing equipment.
• Ensure all serviced equipment meets required quality standards prior to release.
• Escalate complex or recurring technical issues where appropriate.

Technical & Customer Support

• Provide technical support to customers, distributors and internal colleagues across the US and Latin America.
• Troubleshoot device, software and user-related issues to successful resolution.
• Act as a senior point of contact for more complex technical enquiries.
• Provide guidance on product operation, servicing, calibration and maintenance.
• Work closely with Bedfont UK to share customer feedback and technical insights.

Team & Operational Support

• Support product preparation, testing, quality checks and fulfilment activities.
• Share technical knowledge and provide guidance to other members of the support team.
• Assist with technical training and onboarding activities as the team expands.
• Support the ongoing development of technical service processes and best practices within Bedfont USA.

Quality & Compliance

• Maintain accurate service, calibration and repair records.
• Ensure activities are completed in line with Bedfont's Quality Management System and regulatory requirements.
• Support complaint investigations, CAPA activities and audit requirements where required.

Equipment, Inventory & Training

• Maintain service equipment, calibration standards and associated records.
• Monitor service stock, spare parts and consumables.
• Maintain technical knowledge across the Bedfont product range through ongoing training.
• Support product and technical training for customers and distributors where required.

Research & Special Projects

• Provide technical support for research projects, clinical studies and specialist customer requirements when needed.
• Assist with device preparation and technical activities relating to future research programmes as the business grows.

Qualifications, Education & Experience Requirements

• Associate’s degree, Bachelor’s degree, technical certification, or equivalent relevant experience in Engineering, Electronics, Biomedical Engineering, or a related field.
• Minimum 3 years’ experience servicing, repairing or supporting electronic or electromechanical equipment.
• Experience using test, calibration or diagnostic equipment.
• Experience troubleshooting technical issues in a customer-facing environment.
• Ability to work independently within a service, technical support or field service role.
• Strong working knowledge of electronic, electrical or mechanical systems.
• Strong troubleshooting, fault-finding and problem-solving skills.
• Excellent attention to detail and commitment to quality.
• Clear verbal and written communication skills.
• Customer-focused with the ability to build professional relationships.
• Ability to take ownership of issues through to resolution.
• Ability to prioritise workload and manage multiple tasks effectively.
• Calm and logical approach to diagnosing technical issues.
• Ability to recognise when escalation is required and work collaboratively with others.
• Experience within the medical device, healthcare technology or diagnostic equipment sectors.
• Knowledge of regulated environments such as FDA or ISO 13485.
• Experience providing advanced technical support, product training or demonstrations.
• Experience supporting distributors, healthcare organisations or specialist customers.
• Ability to mentor and support less experienced colleagues.
• Continuous improvement mindset with a focus on efficiency and customer experience

Bedfont® Scientific Ltd. does not and will not discriminate in the recruitment or managing of staff on the basis of race, colour, religion, gender, age, disability, marital status, sexual orientation and more. We are an equal opportunity employer and Bedfont® regards every employee as a member of the Bedfont® family and is committed to providing a fair, safe, diverse and welcoming atmosphere. Our application process has been designed so that everyone is able to demonstrate their skills and how they meet the criteria required for the job advertised. All successful candidates will be subject to a digital ID and background check.