Technical Support Engineer / Project Management (Engineer)

Pay: 150,000.00 - 180,000.00 per month

Job description

About 3D Medical Technologies

At 3D Medical Technologies, we specialize in providing advanced medical devices and equipment to the medi-spa and medical aesthetics industries. Our mission is to enhance the patient experience through cutting-edge technology and exceptional support services. We are currently seeking a Technical Support Specialist to join our remote team, focusing on providing technical support, managing device logistics, coordinating setups, and handling project management for medical devices in medi-spas.

Role Overview

The Technical Support Specialist is a remote, client-facing position responsible for providing exceptional technical support, overseeing logistics, and managing the setup, training, and ongoing support of medical devices used in medi-spas. In this role, you will coordinate device deliveries, perform remote troubleshooting, manage client relationships, and provide project management support for device installations, training, and follow-ups.

Key Responsibilities1. Technical Support & Troubleshooting

• Provide remote technical support for medical devices used in medi-spas, including troubleshooting device issues, software updates, and user inquiries.
• Ensure timely resolution of technical issues via email, phone, or remote access, coordinating with engineering teams for hardware/software fixes when necessary.
• Offer guidance to clients on device usage, maintenance, and safety protocols to ensure optimal performance and safety.

2. Device Logistics & Project Management

• Manage the logistics of medical devices, coordinating deliveries and ensuring that devices arrive on time, safely, and ready for installation.
• Oversee the end-to-end project management for device setups, including coordinating shipping, installation, testing, and client onboarding.
• Track and manage device inventory, ensuring clients receive timely shipments and necessary accessories for device operation.
• Ensure all required documentation for logistics and compliance is completed accurately, including customs and shipping documents, where applicable.

3. Device Setup & Installation

• Coordinate the remote setup and installation of devices, ensuring all systems are properly configured and meet company specifications.
• Collaborate with on-site staff to provide step-by-step guidance for device setup and calibration.
• Troubleshoot initial setup issues remotely and coordinate with field service technicians for on-site support if necessary.

4. Client Training & Education

• Conduct remote training sessions for medi-spa staff on the proper operation, maintenance, and troubleshooting of medical devices.
• Develop and provide training materials such as video guides, manuals, and troubleshooting documentation.
• Offer ongoing education to clients about new product features, safety procedures, and best practices to ensure maximum device effectiveness.

5. Follow-up & Client Relationship Management

• Regularly follow up with clients after device installation to ensure continued satisfaction and optimal device performance.
• Address client concerns, resolve issues, and offer ongoing support to maintain positive relationships.
• Collect feedback from clients to improve future installations, services, and device features.

6. Documentation & Reporting

• Maintain detailed records of all technical support interactions, troubleshooting resolutions, and service visits in the company’s CRM system.
• Generate reports on device performance, client feedback, and common issues to provide insight for product development and improvements.
• Document logistics, project timelines, and equipment delivery statuses to track project progress and ensure timely completion.

7. Cross-functional Collaboration

• Work closely with the product development, sales, and customer service teams to ensure a seamless customer experience and effective problem resolution.
• Coordinate with logistics and supply chain teams to ensure device availability and manage inventory effectively.

Qualifications

Education

• A Bachelor's degree in Biomedical Engineering, Engineering, or a related technical field is required.
• Additional certifications in medical device management, technical support, or project management are a plus.

Experience

• 3-4 years of experience in technical support, project management, or logistics, ideally in the medical device, healthcare, or medi-spa industry.
• Proven experience in coordinating device installations, managing logistics, and providing client-facing support.

Technical Skills:

• Strong understanding of medical devices, particularly in the aesthetics and wellness sector.
• Experience troubleshooting mechanical, electrical, and software issues related to medical equipment.
• Familiarity with project management tools and CRM systems (e.g., Salesforce, Asana, Monday.com).

Other Skills:

• Proactiveness: Self-starter with the ability to anticipate challenges and address them before they arise.
• Strong English communication skills: Ability to communicate complex technical information clearly and effectively to clients, with excellent written and verbal skills.
• Strong organizational and project management skills with the ability to handle multiple projects and deadlines remotely.
• Ability to work independently in a remote setting and maintain a high level of productivity.
• Proficient in Microsoft Office Suite and common business software tools.

Personal Attributes

• Strong attention to detail with a passion for delivering exceptional service and technical support.
• Self-motivated, proactive, and results-driven, with the ability to work autonomously in a remote environment.
• Excellent problem-solving skills with a customer-focused approach to technical challenges.
• Ability to manage multiple logistics projects simultaneously and prioritize effectively.
• Strong interpersonal skills and ability to build relationships with clients and internal teams remotely.
• Why Join 3D Medical Technologies?
• Innovative Products: Work with cutting-edge medical devices in the rapidly growing medi-spa and aesthetics industry.
• Remote Work Flexibility: Enjoy the flexibility of working remotely while managing diverse, impactful projects.
• Growth Opportunities: Opportunity to grow and develop in a dynamic, expanding company with a focus on professional and personal development.
• Competitive Salary: Receive a competitive salary.
• Team Environment: Collaborate with a passionate, supportive team dedicated to customer satisfaction and technological advancement.