Technical Support Specialist

Technical Support Specialist

Job Summary:
A Technical Support Specialist provides technical assistance and support for incoming queries and issues related to software/firmware and hardware on Agiliti hospital beds, surfaces and support products. The Technical Support Specialist will troubleshoot and resolve and dispatch for both external and internal customer problems, ensure high levels of customer satisfaction, and contribute to improving overall support processes.

Key Responsibilities:

• Provide technical support via phone, email, chat, or in-person interactions.
• Diagnose and troubleshoot software and hardware issues for customers and internal employees.
• Guide users through step-by-step problem-solving processes.
• Document all customer interactions, solutions, and follow-up actions as appropriate.
• Liaison with Engineering for higher level solutions to customer issues.
• Assist in supporting documentation for field notifications.
• Identify patterns in technical issues and suggest improvements to support processes and documentation.
• Stay up-to-date with the latest troubleshooting techniques, and company product developments.

Required Qualifications:

• An associate degree in electronics, mechanical engineering, or biomedical equipment technology. Alternative qualifications include Equivalent military training or Certified Biomedical Equipment Technician (CBET).

• Strong knowledge of Windows and Microsoft Office.
• Experience with troubleshooting medical devices in regards to hardware and test operations.
• Excellent verbal and written communication skills.
• Outstanding listening and collaboration skills.
• Demonstrates strong problem-solving and troubleshooting abilities.
• Ability to work independently and as part of a team in a fast-paced environment.
• Extensive knowledge of all aspects of supported equipment and quality control procedures.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to lift up to 40 pounds and work on equipment at floor level.

Preferred Qualifications:

• Previous experience in a customer service-oriented technical role.

Work Environment:

• Office-based work location.
• May require occasional on-site visits or travel for technical support and training needs.
• Rotational shifts or on-call availability may be required.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws.In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti's investigation of such reports. Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

Agiliti

This range represents the low and high ends of the Agiliti pay range for this position. This base pay range information is based on the market locations shown. For sales positions, this range combines the base salary and the target incentive pay. The actual pay offered may vary depending on several factors including geographic location, experience, job-related knowledge, skills, and related factors. Dependent on the position offered, short-term and/or long-term incentives may be provided as part of the compensation. Applicants should apply via Agiliti's internal or external career site.