Technical Support Specialist M/F/X

Quantum Surgical; Madison (WI); On-site; USD 55,000 - 85,000; Full time

Job summary

NeuWave Medical in Madison, WI is seeking a Technical Support Specialist to triage customer technical inquiries by phone, email and other channels, and assist with failure analysis of RMA’d devices while working with Sales, Field Service and Repair. You will travel up to 10% (domestic/international as applicable) and may stand, bend, sit and kneel during shifts.

You will document findings to quality requirements and protect NeuWave/Quantum confidential information.

Qualifications

• Bachelor’s degree or equivalent training and experience.
• Typing proficiency and Microsoft Office Suite.
• Strong analytical and problem‑solving skills.
• Ability to read mechanical drawings and wiring schematics.
• Capable of prolonged computer work.
• Able to lift up to 50 pounds.

Responsibilities

• Triage customer inquiries with accurate product, procedure, and troubleshooting information.
• Protect confidentiality of patient and NeuWave/Quantum information.
• Document interactions in accordance with quality requirements.
• Ask targeted questions to capture product and event data and ensure positive experiences.
• Communicate clearly verbally; write with proper grammar and tone.
• Assess customer needs to resolve issues effectively.
• Support repair, test, and configuration of spare parts as needed.
• Document failure analyses for RMAs to aid troubleshooting.
• Follow work instructions and operate equipment for repair/testing.

Skills

Typing

MS Office

Analytical

Drawings & Schematics

Reading & Prolonged Computer Use

Lifting 50 lbs

Education

Bachelor's degree

Job description

Company Description

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.

Job Description

As Technical Support Specialist, you will play a key role in supporting NeuWave Medical’s mission to improve patient outcomes through innovative medical device technologies. You will be 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. In this role, you will be required to travel within up to 10% of the time (domestic/international as applicable). Also, this role may require prolonged periods of standing, bending, sitting, and kneeling. You will be based at NeuWave headquarters in Madison, Wisconsin.

Your Missions Will Be The Following

• 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.

Profile

Required

• You hold a Bachelor’s degree or combination of equivalent training and experience.
• You are familiar with keyboard typing and Microsoft Office Suite
• You have effective analytical and problem‑solving skills.
• You can read mechanical drawings and wiring schematics.
• You can sit in front of a computer screen and type for large amounts of time.
• You can lift 50 pounds.

Nice to have

• You have experience in the Medical Device industry experience.

Our Hiring Process

• Discovery meeting (Teams visio) – HR – 30/45 minutes
• Technical interview (Teams visio) – Technical Services Supervisor – 30/45 minutes
• In‑person meeting – Technical Services Supervisor or member of the team – 1h/1h30

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.

The salary range mentioned in this job offer includes both fixed and variable components.

Website

https://www.neuwave.com/

The future of percutaneous interventional procedures is today