Technical support specialist based in Falls Church, VA – USA

TECHNICAL SUPPORT SPECIALIST WITH INTERDISCIPLINARY BACKGROUND COMBINING TECHNICAL AND ENGINEERING SKILLS WITH LIFE SCIENCES

We are looking for an enthusiastic, motivated individual with an interdisciplinary background combining technical and engineering skills with life sciences to join our Technical Support and Administrative teams.

As the ideal candidate for this position, you have outstanding people and organizational skills and a keen interest to work in a small business environment with a focus on cutting-edge technology.

Working as an EMKA Technical Support Specialist from our office in Falls Church Virginia, you are involved in many facets of our operations, including:

Technical Support Responsibilities:

  • Establish & maintain relations with customers and vendors
  • Analyse, accurately report and solve technical issues (both for software & hardware) for both  customers (external) and sales team (internal)
  • Communicate technical details via email, phone or video conferences to both our customers and head office in Paris, France.
  • Update and maintain ticketing system to track and service support issues
  • Serve as technical expert on EMKA products and software for North America
  • Train employees on hardware, software, and company procedures
  • Participate in quality testing to ensure high quality products
  • Provide mostly remote installation & training via video conferences
  • Travel is available but infrequent for this position.  When travel is needed it would mostly be domestic and Canada.
  • Manage and maintain internal company network infrastructure, servers and computers
  • Perform software validations services (ie: script writing, consulting, installations, etc)
  • Manage software licensing for North America
  • Develop and assist in maintaining required technical documentation
  • Recommend changes or updates in programming, documentation, and training to address system deficiencies and user needs
  • Develop and maintain inventory system

Administrative Responsibilities:

  • Process customer purchase orders, vendors, purchases and customer inventory
  • Fulfill orders
  • Maintain filing system
  • Check orders for accuracy and system fidelity
  • Update products and pricing in CRM as needed
  • Respond to customer service-related issues
  • Manage the production of custom parts with manufacturers
  • Manage incoming and outgoing shipments
  • Manage and organize stock of sellable stock and demo equipment
  • Staffing trade shows when needed
  • Support the team

We offer…

  • A wide variety of responsibilities and challenges
  • A friendly team environment
  • Exciting growth opportunities
  • A pleasant, modern working environment with good compensation and benefits

You possess…                   

  • An interdisciplinary education that combines Engineering and Life Sciences or a related field
  • Technical experience with medical/research equipment or related medical field
  • The ability to learn, analyze and articulate technical information and convey to non-technical and technical people
  • An excellent attention to detail, organization and multi-tasking ability
  • The ability to rapidly learn highly technical information in a dynamic work environment
  • A calm & patient disposition and outstanding customer service skills
  • The ability to work efficiently, both independently and in a team

Education / Qualification Essential

Essential

  • Successful completion of a University degree in Engineering, Life Sciences or a related degree
  • Relevant experience in technical support and troubleshooting,
  • Familiarity with the scientific research process (grant applications, conferences, publications)
  • Excellent English skills (written and spoken).

Assets

  • Lean Certification and Total Quality System (QMS) preferred
  • Knowledge of cardiovascular physiology and neurophysiology.
  • Prior experience using a technical support ticketing system
  • Prior experience managing a technical support team and associated support or ticketing system
  • Prior technical sales or after-sales experience
  • Prior experience building in-house databases
  • Other spoken languages

How to apply

Please submit your application (including a CV and cover letter in English) online at emkatech@emkatech.com                      

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