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Act as the highest level of technical escalation for Tier 1 and Tier 2 service teams, leading the resolution of complex technical issues. Provide advanced remote Technical Support to global customers, partners, and field teams, including participation in the on-call rotation for after-hours support. Lead technical service activities for local customers, including troubleshooting, coordination, issue ownership, and follow-up through resolution. Collaborate closely with R&D, Quality Assurance, Product, and Operations teams to investigate recurring issues, improve system reliability, and drive effective corrective actions. Develop, improve, and maintain service documentation, troubleshooting procedures, knowledge articles, and training materials. Deliver technical training and knowledge transfer sessions to global service teams, distributors, and partners. Support system validation, software upgrades, service readiness activities, and new product introductions from a service perspective. Analyze service data, trends, and recurring failure patterns using salesforce, Excel, BI tools, and other available reporting systems. Ensure all service activities are performed in compliance with applicable Quality, Regulatory, and Safety standards.
Advantages::
Hands-on experience with Medical Equipment systems. Experience working in hospital or clinical environments. Lean/Six Sigma certification or experience in continuous improvement projects. CRM experience.