Sr. Tech Product Support

Job description

Job DetailsLevel: SeniorJob Location: Bloomingdale, IL 60108Position Type: Full TimeSalary Range: $85,000.00 - $1,000,000.00 SalaryPosition Overview We are seeking a highly skilled Senior Technical Product Specialist to serve as the remote technical authority for our Urology systems. This role is responsible for advanced troubleshooting, product performance analysis, and cross-functional technical leadership to ensure exceptional customer satisfaction and equipment reliability. The ideal candidate combines strong electro-mechanical expertise, medical device experience, and the ability to collaborate effectively across Service, Engineering, Quality, Production, Sales, and Marketing. What You’ll Do: Provide advanced phone and email troubleshooting support to customers and Field Service Engineers (FSEs). Diagnose root causes of equipment failures and perform remote repairs using proprietary diagnostic software. Determine appropriate service response (remote resolution, internal FSE, or third-party provider). Identify required parts (FRUs) and coordinate field dispatch when on-site service is required. Provide emergency and after-hours technical support as needed. Generate service comm...