Company Overview

Outset is a medical technology company pioneering a first-of-its-kind technology to reduce the cost and complexity of dialysis. The Tablo Hemodialysis System, FDA cleared for use from the hospital to the home, represents a significant technological advancement that transforms the dialysis experience for patients and operationally simplifies it for providers. Tablo serves as a single enterprise solution that can be utilized across the continuum of care, allowing dialysis to be delivered anytime, anywhere and by anyone. The integration of water purification and on-demand dialysate production enables Tablo to serve as a dialysis clinic on wheels, with 2-way wireless data transmission and a proprietary data analytics platform powering a new holistic approach to dialysis care.

Position Overview:

A Technical Support Engineer I, reporting to the Technical Support Manager, will be responsible for providing technical support to our customers and customer facing teams to resolve complex console and other technical issues.

The TSE will interact with Sales, Field Service, and directly with customers to drive resolution of escalated customer complaints. This will include providing live phone support, handling tickets from a team queue, and performing follow-up investigations and data reviews. To carry out these duties, the TSE will need to possess and apply basic engineering theory to accurately diagnose issues, determine root cause, and determine appropriate solutions. The TSE will also monitor trends and provide feedback to the Product Support team to influence R&D priorities. As this position is primarily performed remotely, excellent communication and collaboration skills will be crucial to your success. Prior experience in technical troubleshooting, in person or via phone, are also highly preferred.

TSEs will be responsible for properly documenting all activities and duties performed in accordance with Outset’s Quality Management System policies and procedures. TSE will be expected to perform duties during their regularly scheduled shift as well as participate in an on-call rotation for after-hours, weekends, and holidays. The ability to travel will be required for activities such as team meetings, trainings, and for field ride-alongs, etc.

Essential Job Functions and Responsibilities:

• Provide remote technical support to customers and Outset employees during scheduled hours, including a weekend/evenings/holidays rotation and in compliance with service level agreements
• Able to comply with departmental metrics around escalated cases and FSE support tickets independently
• Be a technical subject matter expert on Outset Medical products and the accompanying software ecosystem
• Promptly respond to, triage, and resolve incoming support requests by following established procedures in the CRM
• Thoroughly document work on customer issues and escalate as needed to ensure a timely response/resolution
• Provide detailed feedback to cross functional departments including Product Support, Quality, and Engineering regarding performance, serviceability, and customer feedback
• Support the development of training materials for the Service organization
• Excellent communication skills to collaborate with others and make the complex simple and actionable
• Drive continuous improvement by identifying trends and recording new knowledge
• Perform other job duties as assigned by management

Requirements/Qualifications:

• Associates degree in Engineering (Electrical, Mechanical or Fluidics) strongly preferred or military equivalent
• 2+ Years as an Outset Field Service Engineer or equivalent external experience required
• Demonstrated ability to read and edit technical manuals and apply engineering concepts to comprehend and resolve technical issues
• Possess solid customer service skills. Ability to effectively troubleshoot and coach end users of various levels of technical expertise
• Self-motivated with strong work ethic, able to work independently and properly document all activities
• Excellent communication skills including good grammar, enunciation and listening skills
• Friendly, energetic, and personable attitude
• Ability to be flexible and adapt to changing business needs
• Ability to work in a team environment
• Medical device experience is a plus
• Ability to travel 15%