Technical Support Specialist – Clinical Workflow, Parts Support
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Job Description
Technical support specialist resolving complex clinical workflow and parts cases for Capsa. Diagnosing hardware/software issues, reducing escalations, and coaching frontline support.
Responsibilities:
- Resolve complex technical cases at the frontline, reducing dependence on Field Service dispatch and Engineering escalation
- Provide technical depth for the TSG layer through coaching, knowledge, and case-side guidance
- Drive down repeat issues and time-to-resolution through disciplined diagnostics and documentation
- Feed clean technical signal into Product, Quality, and Engineering on recurring defects and customer-experience issues
- Perform advanced technical troubleshooting of complex hardware and/or software systems
- Manage cases and documentation
- Partner with Field Service and Engineering on escalations
- Support customer experience, coaching, and knowledge contribution
- Coordinate cross-functionally and contribute to continuous improvement
- Meet success measures including SLA attainment, time to technical resolution, first-contact resolution, repeat-issue rate, dispatch rate, escalation quality, aged-case reduction, documentation quality, customer feedback, knowledge-base contributions, and coaching impact
- Perform other duties or special projects as assigned
Requirements:
- Deep technical troubleshooting skill across complex hardware and/or software systems
- Structured diagnostic discipline; resolves to root cause rather than symptom
- Strong written and verbal communication; able to document with the rigor that product, quality, and complaint workflows require
- Sound judgment on escalation, customer risk, and Field Service dispatch
- Calm presence in high-stakes customer situations
- Ability to coach peers through case-side guidance without holding supervisory authority
- Advanced-level comfort working in a case management system (Salesforce or equivalent)
- Strong follow-through; impatient with aged cases and avoidable rework, patient with learners
- BA / BS preferred
- Multiple years in technical support, field service, or technical service engineering
- Experience in medical device, regulated, or clinically adjacent service environments
- Demonstrated progression through tiered support (T1 → T1.5 → T2) or equivalent
- Experience contributing to knowledge management, training content, or SOP development
- Experience partnering with Engineering, Product, and Quality to resolve issues
- Familiarity with Salesforce / Capsa Connect or equivalent CRM and case management platforms
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