Technical Support Specialist

NeuWave Medical Inc.; Madison (WI); Hybrid; USD 60,000 - 80,000; Full time

Job summary

NeuWave Medical Inc. is seeking a Technical Support Specialist to triage customer technical inquiries via phone, email, and other channels and assist with failure analysis of RMA’d devices, collaborating with Sales, Field Service, and Repair to deliver best-in-class customer support.

The role requires a Bachelor’s degree or equivalent training/experience, with medical device industry experience preferred; strong analytical and problem-solving skills, and the ability to read mechanical drawings

Qualifications

• Bachelor’s degree or equivalent training and experience is required.
• Medical device industry experience preferred.
• Strong analytical and problem-solving skills are essential.
• Ability to read mechanical drawings and wiring schematics.

Responsibilities

• Provide courteous, timely customer support with product, procedure, technical and troubleshooting information.
• Document findings following quality requirements.
• Capture accurate product and event information during customer contacts.
• Collaborate with Sales, Field Service and Repair teams to drive best in class customer support.
• Assist with failure analysis of RMAs and support repair/testing processes.

Skills

Typing skills

Microsoft Office Suite

Analytical skills

Reading drawings/schematics

Education

Bachelor’s degree or equivalent

Job description

Employment Type: Full Time (in person/hybrid)

About NeuWave

NeuWave Medical pioneers microwave ablation technologies that help physicians treat soft‑tissue lesions with precision. Our work spans product development, clinical evidence and field support for the NEUWAVE™ Microwave Ablation platform and ABLATE‑IQ™ procedural planning & visualization software. We’re a collaborative, hands‑on team that moves quickly, prizes ownership and celebrates outcomes that improve patient care. We pair the agility of a focused business with the scale, learning opportunities and competitive benefits. We contribute to studies and registries that build clinical evidence and advance minimally invasive care.

As part of NeuWave, you’ll have access to a comprehensive offering of competitive benefits. If you’re highly motivated and inspired to help an organization advance human health, NeuWave offers the chance to perform career‑defining work--with freedom to develop yourself within a progressive and growing healthcare company.

Position Summary

The Technical Support Specialist plays a key role in supporting NeuWave Medical’s mission to improve patient outcomes through innovative medical device technologies. This position is responsible for triaging customer technical inquiries through phone, email and/or other appropriate communications and assisting with failure analysis of RMA’d devices while working cross-functionally with Sales, Field Service, and Repair to drive best in class customer support.

Key Accountabilities

• Provide customer support with accurate information in a courteous and timely manner. Including for product, procedure, technical, and troubleshooting information.
• Ensure confidentiality of patient and customer information, as well as NeuWave/Quantum confidential and proprietary information.
• Provide accurate documentation following quality requirements.
• Effectively question customers to capture accurate product and event information during every contact while maintaining a positive experience for the customer.
• Demonstrate understanding of and respond appropriately to verbal communications.
• Express written and oral ideas clearly, thoroughly, and consistently with appropriate tone and voice inflection, as well as use proper grammar, vocabulary, punctuation, and spelling.
• Apply critical decision‑making skills toward assessing customers’ requirements for a successful resolution of their issue.
• Be a team player and also a strong individual contributor.
• Analyze test failures, troubleshoot and identify root causes of failures, and verify corrective actions.
• Act as a back up to repair, build, test, and configure spare parts.
• Aids with failure analysis of RMAs and properly documents findings providing detailed symptom descriptions of failures to aid in troubleshooting.
• Follow all applicable work instructions, set up and operate machines/equipment /fixtures to perform repair and testing processes as needed.

Education, Experience & Skills

• Bachelor’s degree or combination of equivalent training and experience.
• Medical Device industry experience preferred.
• Keyboard typing/ Microsoft Office Suite
• Effective analytical and problem‑solving skills.
• Ability to read mechanical drawings and wiring schematics.

Physical Requirements

• Ability to sit in front of a computer screen and type for large amounts of time.
• Ability to lift 50 pounds.
• May require prolonged periods of standing, bending, sitting, and kneeling.

Travel Requirements

• Up to [10%] travel required (domestic/international as applicable)

Location

This position will be based in (Madison, WI). Relocation assistance may be available for the preferred candidate.

Equal Opportunity Employer

NeuWave Medical is an equal opportunity employer. We are committed to creating an inclusive environment and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.