Technical Support Specialist (Connected Care)

Delivering expert-level technical support by resolving complex customer issues across medical equipment and software, driving product quality improvements, and collaborating cross-functionally to ensure seamless service and innovation.

Your role:

• Deliver expert technical support via phone, email, and chat, resolving complex product and equipment issues.
• Diagnose and troubleshoot electro-mechanical and software problems, implementing corrective actions to restore performance.
• Manage escalations across clinical, marketing, and R&D domains, ensuring timely and effective resolution.
• Conduct root cause analyses and define preventive measures to improve product reliability.
• Maintain accurate documentation of support tickets and recurring issues to inform product development and quality programs.
• Report on customer site conditions and misuse to drive proactive interventions.
• Support new product introductions and oversee field installations remotely and on-site.
• Escalate severe issues to senior specialists and ensure visibility across business units and markets.

You're the right fit if you have:

• Bachelor's Degree/ Vocational Education in Electronics or Electrical Engineering, Technical Support, Customer Service Management or equivalent.
• Minimum of 5 years’ experience in technical service within a biomedical environment, ideally including remote support operations.
• Applied knowledge of electronics, mechanics, and networking to install, diagnose, and repair equipment, using appropriate tools and test instruments effectively.
• Strong organizational skills, self-disciplined and the ability to work independently.
• Ability to effectively operate in a team driven environment to achieve assigned goals and objectives.
• Ability to adapt to changing work requirements in a complex, fast-paced environment.
• Oral and written communication skills in English in addition to Italian as local language

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

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