Technical Support Engineer

2 weeks ago

Mahwah, United States Mindray North America Full time
Ultrasound Technical Support

Milpitas CA

Job Summary:

Ultrasound Technical Support Engineer (TSE) supports our premium ultrasound products for our customers and field staff by providing technical assistance and operational guidance. Typically this support is over the phone and some field visits may be required. TSE will be distinguished by their ability to gain technical expertise, apply problem solving abilities and their resourcefulness in diagnosing and providing customer solutions. This proficiency will be combined with timeliness and reliable follow-through in resolving customer calls. A sense of urgency regarding customer support and an enthusiastic, positive demeanor is essential.

This position also provides opportunities for hands-on failure analysis of returned parts, repair, and testing of assemblies as well as a lab for use in support of customer equipment calls when not supporting customers directly.

Position Specifications:

Essential Functions

  1. Provide first-line technical phone support to customers, dealer service network, and Sales/Applications team
  2. Reproduce, document, and resolve customer issues
  3. Work with internal groups (Engineering, Manufacturing, Sales, Finance, Operations, and Marketing) to address customer questions and issues
  4. Understand, set, manage, and exceed customer expectations
  5. Identify product and operational-related issues and assist cross-functional teams in generating solutions
  6. Create, and maintain documentation, process standards, and service information


Knowledge/Educational Requirement
  • BS degree with a minimum of 3-5 years of experience (BS in BSEE/EET/CS preferred); or non-degree with 7+ years of experience
  • Diagnostic ultrasound service/support experience is strongly preferred
Skills and Abilities
  • Excellent organization and attention to detail
  • Demonstrated methodical/scientific approach to troubleshooting
  • Outstanding written/verbal communication and interpersonal skills
  • A passion for working directly with customers
  • Must be able to multitask and have excellent follow-through skills
  • Must be computer savvy with OS experience (Windows, MS Office Suite)
  • Able to promptly answer support-related emails, phone calls, and other electronic communications.
  • Basic understanding of network technology (Network+ certification is preferred)
  • Self-motivated; works effectively with minimal supervision
  • Team-oriented individual with exceptional communication and facilitation skills


Mindray North America offers an attractive compensation and benefits package plus an exciting professional environment. Only those who meet our requirements will be contacted. Mindray North America is an equal opportunity employer M/F/D/V

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