[OPERATIONS] Technical Support Specialist
Irvine, CA

Job Description

Masimo (NASDAQ: MASI) headquartered in Irvine, California, is a fast-growing and award-winning international medical technology and device company with operations spanning the globe. We develop innovative, noninvasive monitoring technologies that save, extend and improve the lives of people of all ages, in all walks of life. These revolutionary technologies are helping to solve "unsolvable" problems that have plagued the healthcare industry, while taking the pain and discomfort out of blood monitoring. For more than 25 years, innovation has been and will continue to be our passion.

To learn more about us, please visit: www.masimo.com

Job Summary

The Technical Support Specialist is responsible for providing technical support, troubleshooting, training and tech support for direct hospital accounts, distributors, OEM and internal customers.

Duties & Responsibilities

* Receive and respond to telephone calls and emails from end users;
* Document all complaints and failures per the Masimo Quality System;
* Provide first and second level technical support and training;
* Initiate repair/replacement of failed and/or defective products;
* Be the customer advocate for all matters involving Service;
* Provide technical consulting to sales team
* Follow up on Technical Bulletins for Masimo products;
* Identify potential Customer training issues and propose solutions;
* Convey information from the field regarding product suggestions, improvements and enhancements to Product Marketing;
* Maintain a knowledge base of troubleshooting training;
* Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved;
* Provide technical review of all training and supporting user interface documentation;
* Monitor Technical Support process and procedures. Initiate changes to optimize the process;
* Be able to work with and be knowledgeable of biohazard products and procedures;
* Maintain account management for service related activities;
* Occasional domestic and international travel might be required to visit problem hospitals, doing competitive product research and/or maintaining customer perspective;
* During travel, must be able to lift up to 45 pounds of tools and equipment;
* Perform all other duties as assigned or required;

Minimum Qualifications

* Three years of related experience in the medical industry;
* Direct Technical experience, ability to communicate with all areas of healthcare industry;
* Must be a self-starter, a "hands-on" individual who enjoys challenge and is and dedicated to getting the job done with minimal support and direction;
* Basic skills in networking routing and switching technology and architecture;
* Basic skills in wireless technology and 802.11x standards;
* Basic skills in Linux Red Hat platform with hands-on experience as an administrator and user
* Knowledge of engineering principles, troubleshooting, electronics and design;
* Established self-starter with excellent analytical and problem-solving skills;
* Strong 'hands-on' skills, with ability to perform detail-oriented work with high degree of accuracy;
* Must have excellent verbal and written communication skills;
* Must have flexibility in reacting to new situations and adaptability for working in a new environment;
* Must be PC literate, have excellent organizational, communication, and writing skills;
* Ability to travel both domestically and internationally; eligible to apply for a Passport;
* Ability to work on a rotating after-hours on-call schedule;
* Ability to lift 45 lbs on an occasional basis;
* Fluent in local language and English is required. Other languages a plus.

Preferred Qualifications

* Call center experience with a global service provider of manufactured products;
* Knowledge of wired/wireless networking protocols;
* Prior experience in the Biomedical and/or Field Service;

Education

A Bachelor's of Science degree is preferred. Or 3 years of equivalent related clinical or technical experience in lieu of a BS degree.

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking.Daily use of a computer and other computing and digital devices is required.May stand for extended periods when facilitating meetings or walking in the facilities.Some local, domestic and international travel may be necessary, so the ability to operate a motor vehicle and maintain a valid Driver's license is required. On an occasional basis during travel, must be able to lift up to 45 pounds in order to transport tools and equipment.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.

We are proud to offer if eligible a highly competitive compensation plan with an excellent benefits package including 3 weeks vacation, stock options, 401k match, medical, dental, vision plans and much more!

Masimo is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state or local law.

* NO AGENCIES PLEASE* Thank you!