Technical Support Specialist

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. 

• 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.

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 

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)