Job Description

Level: Senior
Job Location: Bloomingdale, IL 60108
Position Type: Full Time
Salary 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 communications to the field regarding known issues, updates, and corrective actions.
- Partner with Quality and Engineering to trend product performance and drive corrective actions.
- Represent Service in product development to ensure systems are service-friendly and reliable.
- Support installation of product modifications and updates in collaboration with Engineering and Field Service.
- Prepare detailed service documentation in compliance with GMP, ISO, and corporate quality standards.
- Deliver technical training to FSE and Sales teams.
- Provide technical support to Sales and Marketing as needed.
- Designing and implementing a standardized HydraVision training curriculum for Field Service Engineers, including system architecture, installation fundamentals, troubleshooting protocols, and preventive maintenance standards
- Develop/advance training materials including slide decks, service manuals, quick reference guides, and certification checklists
- Establishing a formal onboarding path for new hires that includes defined HV certification milestones
- Conducting live and virtual training sessions for internal teams and OEM partners
What You Bring
- 5+ years of medical device technical support or field service experience.
- Strong troubleshooting skills in electro-mechanical and software-driven systems.
- Experience working in ISO 13485/GMP-regulated environments.
- Ability to perform root cause analysis and interpret technical documentation.
- Excellent communication skills with a customer-focused mindset.
- Ability to prioritize workload and perform under pressure.
Benefits:
- Competitive salary and benefits package.
- Health, dental, and vision insurance.
- STD, LTD, Life and AD&D Insurance
- 401(k) retirement plan with company match.
- Paid time off, including holidays and vacation.
Opportunities for professional development and career advancement.