Technical Servces Engineer

Mass Digital Health; Chelmsford (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

TIMS Medical seeks a Technical Services Engineer to support customers, validate product functionality, and perform onsite installation and training of TIMS Medical products. Reporting to the Director of Customer Service, you will be part of a team handling real-time support calls, online inquiries, and GoToMeeting sessions to ensure proper training and satisfaction.

The role requires 2–5 years of customer service and technical experience, preferably with medical products, and strong

Qualifications

• College degree, technical preferred.
• Networking experience preferred.
• Experience with CRM products (Infor CRM / SalesLogix is a plus).
• Excellent organizational and time management skills.
• Excellent verbal communication, presentation, and writing skills.
• Demonstrated skills as a team player.
• Ability to cope with a fluctuating and demanding workload.
• Ability to learn new technical products quickly.
• Ability to adapt to new and changing job tasks in a fast paced environment.
• Excellent attention to detail.
• Good analytical skills.
• Skilled with Word, Excel, Outlook, & Powerpoint.
• Travel of up to 50% may be required if specializing in onsite installation & training.

Responsibilities

• Provide customer support via phone, email, and online tickets.
• Assist with product validation testing and documentation.
• Perform onsite installation and training at customer sites, including hospital networks.

Skills

Verbal communication

Written communication

Time management

Teamwork

Analytical skills

CRM experience

Networking experience

MS Office

Travel readiness

Technical aptitude

Attention to detail

Learning new products

Adaptability

Education

College degree

Tools

Infor CRM

SalesLogix

Job description

TIMS Medical designs and markets finished medical device products for medical video applications. These include DICOM connectivity, medical video transmission, and medical collaboration products. We seek highly talented and motivated people to join our dynamic team. Reporting to the Director of Customer Service, we currently have an opening for a Technical Services Engineer who will be a key player in customer support, product validation testing, and onsite installation & training of our TIMS Medical products. As a member of our Technical Services team, you will be trained in all three areas of the team’s responsibilities. You will likely specialize in one of the three areas, and will be available for projects and duties in all three areas as the company’s needs change periodically depending the status of projects and customer requirements. In the customer support area, you will be part of a team that answers customer support calls in real-time, and responds to online and email support tickets. Additionally, you will assist customers with issues online using GoToMeeting and periodically train customers in the use of our products online. Pre and post-installation follow up with customers to ensure customer satisfaction and proper training will also be required. In product validation, you will be part of a team that tests and validates functionality of our products prior to release. This includes both hardware and software usability and stress testing as well as documenting of test plans, procedures, and results. In onsite installation and testing, you will traveling to customer sites to install our products with medical equipment and on hospital networks. Additionally, you will be training the hospital staff in the proper use of our products. This job requires a dynamic and skilled person who can both handle the technical demands and stresses of an onsite installation, and can excel in the necessary presentation skills to effectively train our customers and then work with them as they do their first procedures. We are looking for an outgoing, dynamic individual with 2-5 years of customer service and technical experience, preferably with medical products. Candidates must have excellent communication, presentation, and writing skills, thrive in a fast-paced environment, enjoy working with other team members, and have a history of success in their past responsibilities.

Skills & experience:

• College degree, technical preferred
• Networking experience preferred
• Experience with CRM products (Infor CRM / SalesLogix is a plus)
• Excellent organizational and time management skills
• Excellent verbal communication, presentation, and writing skills
• Demonstrated skills as a team player
• Ability to cope with a fluctuating and demanding workload
• Ability to learn new technical products quickly
• Ability to adapt to new and changing job tasks in a fast paced environment
• Excellent attention to detail
• Good analytical skills
• Skilled with Word, Excel, Outlook, & Powerpoint
• Travel of up to 50% may be required if specializing in onsite installation & training

Compensation:

Base salary commensurate with experience, plus bonus based on performance.