Technical Customer Support - Fortive Corporation : Job Details

Short description about the department:

Fluke Health Solution Technical support is a Global support network delivering prompt service to Fluke Biomedical & Raysafe customers worldwide. This department provides technical services within the healthcare industry, within Fluke Biomedical & Raysafe quality assurance systems, softwares and applications. Diagnosing and solving hardware and software faults, testing and evaluating medical device technology, responding to calls in a timely fashion. Supporting customers with all types of technical questions. In addition, Technical support play a key role in assisting Engineering and Product Management by acting as a bridge between customers, technical teams and business units.

In this role, the technical support engineer:

Will be responsible for troubleshooting, diagnosing, and resolving technical issues. They provide expert assistance on hardware, software, and system-related inquiries, ensuring optimal performance and user satisfaction.

Primary Responsibilities:

Responds to customer inquiries via tickets, emails, phone to provide technical assistance.

Diagnoses, troubleshoots, and resolves hardware and software issues.

Executes testing and debugging routines, documenting work and results to be shared with our customers.

Executes testing with Fluke Biomedical lab and X-ray labs for Raysafe and Radiation measurement products.

Supports service & calibration, production teams, customer service and quality engineers.

Work closely with Research and development teams, assisting with HW and SW testing during early stage development.

Work closely with Product management to provide useful feedback for new innovations.

Maintain procedural documents, generates reports and documents work like DMVM sheets.

Travel 25% for yearly summit, technical training, customer training, attend exhibitions and global workshops.

Maintain lab equipment and routines to be calibrated regularly.

Providing training to customers or internal teams on best practices for using testing equipment.

Create customer complaints and work with quality teams.

Basic Requirements:

Bachelor degree in Biomedical Engineering or equivalent (Basic requirement)

Experience with medical device testing such as infusion pumps, ventilators, Electrical surgery units, defibrillators, etc.

Proficiency with computers, operating systems & Softwares to collaborate with IT and SW engineers.

Proficiency in Hardware and Software Troubleshooting, configurations and updates

Understanding and experience with networking protocols, system diagnostics and server-based issues.

Basic knowledge in ISO standards and compliance. Standards such as (ANSI/AAMI ES-1 (NFPA-99), IEC62353 (VDE751), IEC60601-1, and AS/NZS 3551)

Experience within product testing, calibration or metrology within healthcare and radiation testing.

Ability to read and interpret technical manuals, schematics and technical documents.

Familiarity with CRM or ticketing systems (preferred Zendesk) for tracking customer requests.

Strong problem solving and analytical skills

Strong oral and written communication and skills

Must be fluent in English and good in Spanish.

Good knowledge in Microsoft office

Ability to work independently while also collaborating with peers and other professionals

A good and flexible team player.

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Fluke Health Solutions

Comprised of four industry leaders-Fluke Biomedical, LANDAUER, RaySafe, and Victoreen - Fluke Health Solutions (FHS) leads the biomedical and radiation detection markets with innovative products and services that help keep customers, patients, and clients safe. Fluke Biomedical leads the world in manufacturing biomedical test equipment like defibrillator analyzers and digital pressure meters. LANDAUER measures radiation exposure with dosimeter and radiation monitoring badges. RaySafe is the worldwide leader of X-ray test equipment, real-time staff dosimetry, and radiation survey meters. And Victoreen instruments are the trusted source for radiation monitoring systems and quality assurance for nuclear power professionals. At FHS, we believe in your potential - your ability to learn, grow and contribute in meaningful ways. And we believe in giving you the opportunity, accountability, and visibility to do just that.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.

Pay Range

The salary range for this position (in local currency) is 56,900.00 - 105,700.00

This position is also eligible for bonus as part of the total compensation package.

The salary range for this position (in local currency) is 56,900.00 - 105,700.00

We are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].