Tech Support Specialist MGC

MGC Diagnostics; Saint Paul (MN); On-site; USD 42,000 - 62,000; Full time

Job summary

MGC Diagnostics is seeking a Technical Support Specialist I to deliver professional, responsive support for cardiorespiratory products. The role includes troubleshooting hardware and software, creating CD keys, and maintaining CRM records.

0–3 years’ experience is typical, with opportunities to contribute to sales support and maintenance tasks. The position emphasizes ownership of customer issues, accurate documentation, and collaboration with cross-functional teams to ensure quick and complete

Qualifications

• High School Diploma or GED required.
• Minimum 1-year related work experience.
• Familiarity with medical equipment or pulmonary/gas exchange equipment preferred.
• Excellent written and verbal English communication skills.

Responsibilities

• Provide prompt and courteous responses to customer inquiries and issues.
• Transfer unresolved hardware issues to field service staff.
• Enter sales orders and RMA requests accurately and timely.
• Maintain comprehensive CRM documentation of all customer interactions and cases.
• Own customer inquiries from start to finish ensuring resolution.

Skills

Customer focus

Time management

Organizing skills

Problem solving

Communication skills

Education

High School Diploma or GED

B.S./A.S./A.A. in physical sciences

Biomedical certificate

Exercise Physiology preferred

Job description

Summary/Objective

The Technical Support Specialist I for a cardiorespiratory company will provide professional and responsive technical support, drawing upon the clinical and technical expertise typically associated with exercise physiologists, respiratory therapists, and biomedical professionals.

Responsibilities include creating CD Keys, basic hardware and software troubleshooting. Typically requires 0 to 3 years’ experience.

The Specialist will maintain accurate and comprehensive documentation of all customer interactions, including account details, contact information, and case records within the CRM database.

Additional responsibilities include the timely and precise entry of sales orders and RMA requests for service parts.

The Technical Support Specialist I is expected to take full ownership of assigned customer inquiries, ensuring efficient troubleshooting, clear communication, and complete resolution of all technical issues.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide prompt and courteous responses to customer inquiries, issues, or application questions. Transfer unresolved hardware issues to appropriate field service staff. Take responsibility for satisfaction of the customer through ownership of customer issues through resolution.
• Follow procedural work instruction and standard operating procedures for the support department including but not limited to: Technical Support, CRM documentation, Sales Order entry, RMA entry, HIPAA Security.
• Provide education to customers that will allow them to use MGC Diagnostics products in an efficient manner.
• Responsible for service and support revenue generation including: Referring potential support agreement sales opportunities to UCSA sales team and new system leads to field sales representatives, quoting and pursuing software and hardware upgrade sale opportunities, quoting software option sales, quoting annual preventive maintenance on systems where preventive maintenance is due and quoting professional services.
• Responsible for attending product, procedure and process in‑services as designated by management.
• Responsible for maintaining proficiency in supporting new and existing products. These responsibilities include reading and comprehending manuals, product bulletins, data sheets, training materials and articles as they are released on new and existing products.
• Technical support personnel will maintain close interface with professional services, quality assurance, training, marketing, product management, software engineering, hardware engineering, service, and validation staff to successfully support new products and software and share customer issues.
• Provide technical support to MGCD Sales and International Partners. This support includes general applications questions and/or product demonstrations, development of sales support materials, development of sales and customer training programs, and all other sales support related projects assigned.
• Provide management with timely reports on recommendations, progress, and concerns. Become knowledgeable of accounts and alert management to any potential concerns.
• Accept other responsibilities as assigned.
• Complete training as identified by standard operating procedures and procedural work instructions.
• Regular attendance is an essential job function.
• Follow all company policies and procedures relating to confidential propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non‑Solicitation Agreement.

Competencies/Success Factors

• Organizing Skills
• Learning/Growth Ability
• Time Management
• Personal Energy/Enthusiasm
• Customer Focus
• Ethics, Integrity, Values
• Emotional Intelligence

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Travel

Very limited travel < than 5%.

Physical Demands

• Will be required to regularly sit for extended periods of time; use hands and fingers, handle or feel objects, talk, hear, and see.
• Occasionally lift and/or move up to 50 pounds, stand, walk, climb, balance, stoop, kneel, crouch, or reach with hands and arms.
• The environment is fast paced; time pressured and requires accuracy.
• Will be required to regularly multi-task between projects, move throughout the office building and effectively communicate.
• The normal environment is quiet and typical of an open office setting with some areas that may be louder at times; along with time spent on the production floor, where the environment can be louder due to equipment running.

Required Education And Experience

• High School Diploma or GED.
• Minimum 1-year previous related work experience.

Preferred Education And Experience

• B.S., A.S., A.A., in physical sciences, electronic or biomedical engineering. Biomedical certificate. Exercise Physiology preferred.
• Familiarity with medical equipment, or pulmonary and gas exchange equipment.
• Ability to effectively communicate in English. Excellent written and verbal communication skills and interpersonal skills.
• Strong problem solving and troubleshooting skills.

Additional Eligibility Qualifications

None required for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

MGC Diagnostics is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.