Technical Customer Support Specialist II
ECHONOUS INC
Summary
EchoNous is bringing premium ultrasound technology together with industry-leading AI to transform and miniaturize medical ultrasound. We offer advanced features, typically associated with larger and more expensive systems, in ultraportable and affordable tablet-based ultrasound devices.
Job description
We are excited to present an opportunity for a Technical Customer Support Specialist to join our service team at our Redmond, WA corporate office. The Technical Support Specialist will play a crucial customer engagement role responsible for troubleshooting device failures reported out in the field and offering customers solutions to minimize their downtime. The ideal candidate must possess professional customer service business acumen, a strong technical background, and the ability to problem-solve effectively in fast-paced environments.
Responsibilities
- Act as a frontline agent responsible for attending to inbound calls and emails seeking technical expertise to remedy technical issues encountered in the field. Inquiries will originate from domestic and international customers.
- Possess the ability to carefully intake complex technical subject matters from a wide range of experienced users and use that information to offer remedies that will enable users to have a positive user experience.
- Follow up with customers on EchoNous service experience. Conduct customer outreach to remind customers to return failure devices in a timely manner.
- Document customer complaints through internal systems in accordance with QMS standards. Create cases, problem reports, and RMAs for traceability. Compose and update process procedures through document control systems.
- Serve as the VOC (voice of customer) in reporting events and device behaviour that can help foster a spirit of continuous improvement. Provide inputs and suggestions on how to enhance the user experience.
- Conduct pre- and post-sale calls with customers to establish technical expectations for proper device application.
- Collaborate with different departments: accounting, regulatory, supplier quality, logistics, and engineering teams to present the technical service department's vantage opinions on various business topics.
Qualifications/Skills/Experience
- Five years related work experience in the medical device or industrial goods industry.
- Proficient in using Microsoft Office, Google Office Space, Salesforce CRM, and/or Oracle/NetSuite.
- Excellent communication and interpersonal skills with professional business acumen.
- Well organized and able to prioritize tasks while maintaining high-levels of efficiency.
- Possess a spirit of continuous improvement where the status quo is always challenged where small ideas yield big results; think outside the box.
- Adhere to regulatory compliance policies to meet FDA and HIPAA regulations.
- Promote a positive and optimistic outlook.
Requirements
- Five years related work experience in the medical device or industrial goods industry.
- Proficient in using Microsoft Office, Google Office Space, Salesforce CRM, and/or Oracle/NetSuite.
- Excellent communication and interpersonal skills with professional business acumen.
- Well organized and able to prioritize tasks while maintaining high-levels of efficiency.
- Possess a spirit of continuous improvement where the status quo is always challenged where small ideas yield big results; think outside the box.
- Adhere to regulatory compliance policies to meet FDA and HIPAA regulations.
- Promote a positive and optimistic outlook.
Company overview
EchoNous Inc. is a pioneering medical technology company specializing in AI-enhanced point-of-care ultrasound (POCUS) solutions. Founded in 2016 and headquartered in Redmond, Washington, the company's name translates to "intelligent sound," reflecting its core mission of integrating artificial intelligence with miniaturized ultrasound technology. EchoNous develops the Kosmos Platform, a portable ultrasound system that combines premium image quality with advanced AI-driven interpretation tools. The platform features cart-benchmarked quality with advanced capabilities including PW, CW, Color Doppler, and TDI previously only available on larger, more expensive systems. The company's innovative approach focuses on making high-level diagnostic tools accessible to clinicians at the point of care, enabling faster and more accurate patient management. With over $194 million in funding from investors including KKR and Kennedy Lewis Investment Management, EchoNous has established itself as a leader in the portable ultrasound market, serving healthcare providers globally with its intuitive, instructional AI-guided imaging technology.