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Technical Support Engineer
Posted on 3/1/2023
Experience Level
Desired Skills
Customer Service
  • 2+ Years as an Outset Field Service Engineer or equivalent external experience
  • Demonstrated ability to read and edit technical manuals and apply engineering concepts to comprehend and resolve technical issues
  • Possess solid customer service skills. Ability to effectively troubleshoot and coach end users of various levels of technical expertise
  • Self-motivated with strong work ethic, able to work independently and properly document all activities
  • Excellent communication skills including good grammar, enunciation and listening skills
  • Friendly, energetic, and personable attitude
  • Ability to be flexible and adapt to changing business needs
  • Ability to work in a team environment
  • Ability to travel 15%
  • Provide remote technical support to customers and Outset employees during scheduled hours, including a weekend/evenings/holidays rotation and in compliance with service level agreements
  • Able to comply with departmental metrics around escalated cases and FSE support tickets independently
  • Be a technical subject matter expert on Outset Medical products and the accompanying software ecosystem
  • Promptly respond to, triage, and resolve incoming support requests by following established procedures in the CRM
  • Thoroughly document work on customer issues and escalate as needed to ensure a timely response/resolution
  • Provide detailed feedback to cross functional departments including Product Support, Quality, and Engineering regarding performance, serviceability, and customer feedback
  • Support the development of training materials for the Service organization
  • Excellent communication skills to collaborate with others and make the complex simple and actionable
  • Drive continuous improvement by identifying trends and recording new knowledge
  • Perform other job duties as assigned by management
Desired Qualifications
  • Medical device experience is a plus
  • Associate degree in Engineering (Electrical, Mechanical or Fluidics) strongly preferred or military equivalent
Outset Medical

501-1,000 employees

Dialysis medial equipment manufacturer
Company Overview
Outset Medical is on a mission to transform the dialysis experience – one of the largest, most expensive, and stagnant areas of healthcare. The company is focused on creating change, driving widespread adoption of new technology, and delivering on the promise of an improved experience for patients and lower cost of care for healthcare providers.
  • Medical, dental, & vision
  • Life Insurance/AD&D
  • FSA & HSA
  • 401k
  • Parental leave
  • Pet insurance
  • Tuition reimbursement
  • PTO
  • Company events
Company Core Values
  • Farther
  • Faster
  • Together