Senior Technical / Product Support Engineer - REMOTE (Eastern US)

As a Senior Technical / Product Support Engineer at RefleXion, you will be responsible for providing high-level customer support for our cutting-edge medical equipment. You'll troubleshoot technical issues, guide customers through resolutions, and enhance overall user experience.

To apply for the Senior Technical / Product Support Engineer position at RefleXion, you need a Bachelor’s degree in biomedical, electrical, or mechanical engineering, along with a minimum of 8 years of technical support experience, particularly in medical devices.

Yes, the Senior Technical / Product Support Engineer role at RefleXion is primarily remote for candidates based in the Eastern US, but it does require some travel to customer sites and the corporate office in Hayward, CA for training and meetings.

As a Senior Technical / Product Support Engineer at RefleXion, you will receive comprehensive training on our systems and processes to ensure you're well-equipped to provide exceptional support. You will also have opportunities for ongoing professional development.

Key skills for the Senior Technical / Product Support Engineer position at RefleXion include technical troubleshooting, outstanding communication, customer support expertise, and a deep understanding of healthcare IT infrastructure.

RefleXion provides numerous employee benefits including competitive compensation, flexible work schedules, paid time off, and professional development opportunities to support its employees in the Senior Technical / Product Support Engineer role.

At RefleXion, Senior Technical / Product Support Engineers have opportunities for career advancement through mentorship roles, leadership positions, and the ability to contribute to product development and improvement initiatives.

In your answer, describe specific experiences where you’ve successfully diagnosed and resolved issues with medical devices. Highlight your troubleshooting strategies and any tools you used to facilitate the process.

The interviewer is looking for knowledge of networking, data security, and compliance regulations. Provide examples that show your familiarity with HIPAA compliance and systems interconnectivity.

Explain your approach to prioritization, such as using issue severity to determine urgency. Offer a real-life example when you managed numerous tasks effectively while still providing quality support.

Discuss your philosophy on customer communication, emphasizing clarity, empathy, and active listening. Share examples demonstrating how you ensured customers felt supported and informed throughout the troubleshooting process.

Share a specific example of a process you improved, outlining your rationale, any metrics demonstrating success, and how this change positively impacted customer support.

Provide examples of stress management techniques you apply, emphasizing your ability to remain calm, focused, and solution-oriented amidst challenges.

Highlight your mentoring style and the positive outcomes of your guidance. Discuss how this contributed to team dynamics and improved service quality.

Mention software tools (like Salesforce) and diagnostic systems you are comfortable using and how they enhance your efficiency in resolving customer issues.

Discuss your strategies for quickly mastering new technologies, perhaps by referring to a time when you had to learn something unfamiliar to carry out your tasks effectively.

Reflect on what excites you about RefleXion's mission and products. Mention a desire to contribute to meaningful advancements in healthcare and how your skills align with the company’s goals.