Technical Support Specialist

M

MTI

Technical Support Specialist

Salt lake City, UT
Full Time
Paid
  • Responsibilities

    Technical Support Specialist

    Schedule: M-F 8:00am – 5:00pm

    Hourly Rate: $24+ (based on education and experience)

    Location: Salt Lake City, UT - in office

    Summary:

    As a Technical Support Specialist at MTI, you will be a key member of our Customer Care Team, responsible for delivering exceptional customer service and technical support to our customers. You will handle parts orders, warranty and non-warranty repair orders, diagnose and resolve technical issues related to MTI equipment, and ensure timely delivery of accurate replacement parts. Your ability to communicate clearly, troubleshoot effectively, and maintain a customer-first mindset will be essential to your success.

    Shape Key Responsibilities

    • Manage and resolve customer technical support cases via phone, video conferencing, messaging platforms, and email.

    • Provide guidance: Lead customers through troubleshooting procedures to diagnose and resolve equipment issues.

    • Provide guidance: Lead customers through troubleshooting procedures to diagnose and resolve equipment issues.

    • Create and manage warranty/non-warranty repair orders in the ERP system and ensure proper documentation.

    • Document all actions: Accurately and precisely document all customer communications, troubleshooting steps, and resolution actions in MTI's ERP system.

    • Serve as a subject matter expert: Act as a product expert and technical resource for both customers and internal teams.

    • Maintain regulatory compliance: Ensure all procedures and records comply with applicable standards and regulations

    • Use company tools, guides, and manuals to troubleshoot and resolve technical issues.

    • Accurately diagnose customer product issues, provide and communicate timely solutions.

    • Process parts orders

    • Order entry

    • Case management

    • Follow RMA Process

    • Communicate product quality concerns to the Quality Manager for root cause analysis.

    • Maintain confidentiality of client information and data.

    • Document technical support processes, procedures, and resolutions.

    • Collaborate with third-party biomedical companies to define repair requirements and oversee the completion of the work.

    • Provide third-party biomedical companies with detailed repair instructions and verify that all repairs are completed to standard.Shape

    Required Skills & Competencies

    • Self-motivated and results-driven with a proactive approach to problem-solving.

    • Strong troubleshooting skills in electrical and mechanical systems.

    • Excellent organizational and time management abilities.

    • Effective verbal and written communication skills.

    • Analytical thinker with strong critical thinking and problem-solving capabilities.

    • Collaborative team player in a matrixed environment.

    • Ability to manage interruptions and adapt in a fast-paced, dynamic setting.

    • Build trust and strong relationships with internal and external stakeholders.

    • Demonstrates technical competence and communicates effectively to influence outcomes.

    • Proficient computer skills

    Shape

    Qualifications

    • Experience troubleshooting electro-mechanical equipment.
    • Prior experience in technical support, customer service, or field service.
    • Field service experience with medical or office equipment preferred.
    • Technical writing experience, including documentation of processes and procedures.
    • Strong questioning and information-gathering skills for effective issue resolution.
    • Technical certification is preferred.

    Company

    MTI (Medical Technology Industries, Inc.)

    Company Overview

    MTI (Medical Technology Industries, Inc.) is a leading manufacturer of the highest-quality medical exam and procedure room equipment. MTI is a fast-growing business which remains true to its family-focused culture and values. We are very proud of our innovative, high-quality work and products. We value our employees and understand how each individual contributes to our products, processes, and customer experience. We provide a casual, friendly workplace and encourage employee growth and development. Visit mti.net to learn more.

    Benefits You'll Enjoy (full-time employees)

    • Medical, vision, dental
    • Health Savings Account (HSA) & Flexible Spending (FSA)
    • 401k plan with employer match with vesting starting day 1
    • Paid time off
    • Paid holidays
    • Annual bonus incentive
    • $5250 annual education/tuition assistance
    • Company events, lunches, and giveaways

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