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Technical Support Specialist (Clinical Workflow & Parts Support)

Capsa Healthcare

Role overview

Qualifications

  • Deep technical troubleshooting skill across complex hardware and/or software systems.
  • Structured diagnostic discipline; resolves to root cause rather than symptom.
  • Strong written and verbal communication; able to document with the rigor that product, quality, and complaint workflows require.
  • Multiple years in technical support, field service, or technical service engineering.

Responsibilities

  • Resolve complex technical cases at the frontline, reducing dependence on Field Service dispatch and Engineering escalation.
  • Provide the technical depth the TSG layer relies on for coaching, knowledge, and case-side guidance.
  • Drive down repeat issues and time-to-resolution through disciplined diagnostics and documentation.
  • Feed clean technical signal into Product, Quality, and Engineering on recurring defects and customer-experience issues.

About the company

Capsa Healthcare logo

Capsa Healthcare

Medical Devices & Equipment

As a trusted partner for organizations across the healthcare continuum, Capsa is committed to simplifying the care delivery process, so that providers can focus on patients rather than processes.      We engineer purpose-built solutions that optimize performance, accuracy, and efficiency. Our areas of focus include central-fill pharmacy operations, medication management, mobile point-of-care solutions, clinical supplies organization, and analytics.      We deploy end-to-end pharmacy automation that streamlines medication dispensing and improves operation throughput.    We provide customizable point-of-care workstations and virtual care platforms that empower providers to elevate bedside care with on-demand access to medication, electronic health records, and clinical support implements.    We offer comprehensive analytics capabilities that give healthcare leaders insight into optimizing workflows and care delivery efficiencies.      Put simply, our innovative solutions streamline essential tasks that improve productivity and increase patient and provider satisfaction.      The heart of Capsa Healthcare is our desire to deliver better care at a better return on investment. We believe that provider satisfaction, patient outcomes, and ROI are mutually compatible goals.  

Company details

IndustryMedical Devices & Equipment
Company size501 - 1000

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Job description

Capsa is welcoming applicants for a Technical Support Specialist. This position is the advanced technical support role within Clinical Workflow & Parts Support. The TSS owns the cases that exceed T1.5 scope: complex troubleshooting, multi-symptom diagnostics, repeat-issue resolution, and cases requiring deep product knowledge. This role is the technical anchor of the frontline support model. The TSS is expected to resolve cases without defaulting to Field Service or Engineering, document with the rigor required for product feedback and quality reporting, and coach the TSG layer through case-side guidance and knowledge contribution. The TSS operates with strong judgment on escalation, customer risk, and cross-functional trade-offs, and reinforces the standards that make Capsa Service a market differentiator.

As Capsa’s Technical Support Specialist, your contributions to the team will include the following:

PURPOSE

  • Resolve complex technical cases at the frontline, reducing dependence on Field Service dispatch and Engineering escalation.
  • Provide the technical depth the TSG layer relies on for coaching, knowledge, and case-side guidance.
  • Drive down repeat issues and time-to-resolution through disciplined diagnostics and documentation.
  • Feed clean technical signal into Product, Quality, and Engineering on recurring defects and customer-experience issues.


Summary of Essential Responsibilities:

  • Advanced Technical Troubleshooting (T2 Scope)
  • Case Management & Documentation
  • Escalation, Field Service & Engineering Partnership
  • Customer Experience
  • Coaching & Knowledge Contribution
  • Cross-Functional Coordination
  • Continuous Improvement 
  • Other duties or special projects as assigned


Success Measures

  • SLA attainment on T2-scope cases
  • TTTR (time to technical resolution)
  • First contact resolution within T2 scope
  • Repeat-issue rate on assigned product lines
  • Field Service dispatch rate on cases owned by the TSS
  • Escalation quality and timeliness into Engineering / Product
  • Aged case count and aged-case reduction
  • Case documentation quality
  • Customer feedback on personal interactions
  • Knowledge base contributions
  • Coaching impact on TSG team members


What we ask of you:

Qualifications:

  • Deep technical troubleshooting skill across complex hardware and/or software systems.
  • Structured diagnostic discipline; resolves to root cause rather than symptom.
  • Strong written and verbal communication; able to document with the rigor that product, quality, and complaint workflows require.
  • Sound judgment on escalation, customer risk, and Field Service dispatch.
  • Calm presence in high-stakes customer situations.
  • Ability to coach peers through case-side guidance without holding supervisory authority.
  • Comfort working in a case management system (Salesforce or equivalent) at an advanced level.
  • Strong follow-through; impatient with aged cases and avoidable rework, patient with learners.

 

EDUCATION and/or EXPERIENCE

  • BA / BS preferred
  • Multiple years in technical support, field service, or technical service engineering.
  • Experience in medical device, regulated, or clinically adjacent service environments.
  • Demonstrated progression through tiered support (T1 → T1.5 → T2) or equivalent.
  • Experience contributing to knowledge management, training content, or SOP development.
  • Experience partnering with Engineering, Product, and Quality to resolve issues.
  • Familiarity with Salesforce / Capsa Connect or equivalent CRM and case management platforms.


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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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