Technical Customer Support Supervisor

Fortive•Everett, WA

About The Position

Lead Technical support team in achieving KPIs related to customer experience and service level. Be a primary point of contact for Technical Support collaboration with other departments. Diagnose, troubleshoot, and resolve hardware and software issues related to medical device testers in Fluke Biomedical labs. Execute hands-on testing, debugging, and evaluation of medical device testers together with infusion pumps, ventilators, defibrillators, electrical surgery units, etc.. Maintain lab equipment, perform regular calibrations, and ensure compliance with safety and regulatory standards. Provide biomedical/technical Support via tickets, emails, and phone. Support service & calibration, production teams, customer service, and quality engineers. Collaborate with R&D teams during early-stage development for HW/SW testing. Provide feedback to Product Management on device performance and usability. Document testing, debugging, and testing results accurately (DMVM sheets, procedural documents, reports). Support with training channel partners and customers on device usage and best practices. Handle customer complaints related to device performance, collaborating with quality teams. Support hospital-based testing scenarios and field evaluations as required.

Requirements

Bachelor's degree in biomedical engineering or equivalent preferred
Several years of Biomedical testing experience in a hospital or equal setting
Experience leading and managing people
Proficiency with Biomedical devices and medical device testing
Proficiency in reading, interpreting, and applying service manuals and technical documentation for medical devices
Proficiency with computers, operating systems, software, and hardware troubleshooting
Basic knowledge in ISO standards and compliance (ANSI/AAMI ES-1, IEC62353, IEC60601-1, AS/NZS 3551)
Experience within product testing, calibration, or metrology within healthcare and radiation testing
Familiarity with CRM or ticketing systems (preferred Zendesk)
Strong problem solving, analytical, oral, and written communication skills
Must be fluent in English; Spanish proficiency is a plus
Good knowledge of Microsoft Office
Ability to work independently while collaborating with peers and other professionals
A good and flexible team player

Responsibilities

Lead Technical support team in achieving KPIs related to customer experience and service level.
Be a primary point of contact for Technical Support collaboration with other departments.
Diagnose, troubleshoot, and resolve hardware and software issues related to medical device testers in Fluke Biomedical labs.
Execute hands-on testing, debugging, and evaluation of medical device testers together with infusion pumps, ventilators, defibrillators, electrical surgery units, etc.
Maintain lab equipment, perform regular calibrations, and ensure compliance with safety and regulatory standards.
Provide biomedical/technical Support via tickets, emails, and phone.
Support service & calibration, production teams, customer service, and quality engineers.
Collaborate with R&D teams during early-stage development for HW/SW testing.
Provide feedback to Product Management on device performance and usability.
Document testing, debugging, and testing results accurately (DMVM sheets, procedural documents, reports).
Support with training channel partners and customers on device usage and best practices.
Handle customer complaints related to device performance, collaborating with quality teams.
Support hospital-based testing scenarios and field evaluations as required.