Technical Support Engineer I at Outset Medical

Tijuana, Baja California, Mexico

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Serve as primary point of contact for existing customers (clinical users, hospital-based users, home users, caregivers) and field personnel
Understand customer needs and environment to provide technical and clinical support for Outset products
Drive resolutions to customer challenges and escalate unresolved issues
Accurately document all complaints in Outset’s CRM (Salesforce)
Adhere to processes while making recommendations to improve team efficiency and customer support
Work closely with Escalation Support Engineers, Product Support, Field Service Engineering, Clinical Field Specialists, and Sales
Leverage tools to solve customer challenges in real time, enabling treatments to continue and minimizing field service dispatches
Coach customers through troubleshooting steps via telephone or in person
Prior experience troubleshooting technical products in person or via telephone
Strong computer skills
Perform duties during regularly scheduled shifts and participate in on-call, weekend, and holiday rotation
Ability to travel for team meetings, trainings, and field ride-alongs
Maintain knowledge base of products and services
Operate within acceptable parameters

Responsibilities

Provide technical and clinical support to customers and field personnel including Sales and Service
Maintain documentation and detailed reporting via electronic format in Salesforce (CRM), including case creation, detailed description of inquiry or problem, and clear customer resolution
Consult with Escalation Support Engineers as required and apply technical knowledge to diagnose problems
Maintain open communication with local support teams to ensure problem resolution and customer satisfaction
Maintain problem ownership and accountability until issues are resolved or handed off to another department
Follow up on problems, identify recurring issues, process status, and follow through with customer
Coordinate and schedule remote software updates
Manage updating internal/external customer TabloHub accounts

Skills

Key technologies and capabilities for this role

Technical SupportCustomer SupportCRMDialysis TechnologyMedical DevicesClinical SupportTroubleshootingEscalation Management

Questions & Answers

Common questions about this position

What is the salary range for the Technical Support Engineer I position?

This information is not specified in the job description.

Is this Technical Support Engineer role remote or does it require office presence?

This information is not specified in the job description.

What skills are required for the Technical Support Engineer position?

Prior experience troubleshooting technical products in person or via telephone is crucial, along with strong computer skills. TSEs must understand customer needs, drive resolutions, document complaints accurately in CRM, and coach customers through troubleshooting.

What is the company culture like at Outset Medical?

Outset Medical fosters one high performing team obsessed with progress in an atmosphere brimming with transformative opportunities, focused on revolutionizing dialysis to improve patient care.

What makes a strong candidate for the Technical Support Engineer role?

Strong candidates have prior troubleshooting experience with technical products via phone or in person, strong computer skills, and the ability to handle on-call rotations, weekends, holidays, and occasional travel for meetings and trainings.

Outset Medical

Dialysis treatment solutions and training programs

About Outset Medical

Outset Medical focuses on improving dialysis treatment in the healthcare sector. Their main product, Tablo, is a system that simplifies the dialysis process by integrating with electronic medical record (EMR) platforms, allowing for better management of patient data with real-time updates and alerts. This helps streamline workflows from charting to billing. In addition to Tablo, Outset Medical provides educational programs and hands-on training for dialysis professionals, including a Vascular Access Program that enhances staff skills in cannulation and vascular access management. They also offer a Bridge Program to assist facilities transitioning to in-house dialysis services by providing experienced dialysis nurses for training and support. Outset Medical aims to enhance the quality of care for dialysis patients across various settings, including hospitals, outpatient clinics, and home care.

San Jose, CaliforniaHeadquarters

2010Year Founded

$542.8MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

501-1,000Employees

Benefits

Medical, dental, & vision

Life Insurance/AD&D

FSA & HSA

401k

Parental leave

Pet insurance

Tuition reimbursement

PTO

Company events

Risks

Multiple class action lawsuits could lead to financial and reputational damage for Outset.

The shipment pause of TabloCart with Prefiltration may have disrupted supply chains.

Reliance on partnerships, like with U.S. Renal Care, poses risks if expectations aren't met.

Differentiation

Outset Medical's Tablo system integrates with EMR platforms for streamlined dialysis workflows.

The company offers a Vascular Access Program to enhance staff expertise in cannulation.

Outset Medical provides a Bridge Program for facilities transitioning to in-house dialysis services.

Upsides

Increased adoption of home dialysis solutions aligns with Outset's partnership with U.S. Renal Care.

The demand for portable dialysis machines supports the market potential for Outset's Tablo system.

Outset's FIPS 140-3 validation enhances cybersecurity, aligning with new medical device standards.

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