Technical Support Specialist

THE SCOTTCARE CORPORATION

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

At ScottCare, our mission is to empower healthcare professionals with cutting-edge cardiopulmonary rehabilitation and telemetry solutions. As a Technical Support Specialist, you'll play a pivotal role as the first line of support for our customers—helping them troubleshoot, understand, and maximize the performance of our specialized medical software and hardware systems.
In this role, you’ll blend your technical expertise with a strong sense of service, supporting clinicians and hospital staff across North America. From resolving real-time issues to guiding users through technical procedures and maintaining compliance documentation, your work ensures our technology delivers when lives depend on it.
You’ll thrive in this role if you're a confident communicator, natural problem solver, and passionate about improving patient care through innovative technology.

Job Scope

As a Technical Support Specialist at ScottCare, you will serve as the primary point of contact for customers seeking assistance with our specialized medical software and hardware solutions. You’ll deliver expert troubleshooting, training, and guidance to healthcare professionals across North America—ensuring that our life-enhancing technology is operating at its best when it matters most. This role blends technical know-how with a passion for problem-solving and customer service in a fast-paced, purpose-driven environment.

Key Responsibilities

Customer Support & Communication

• Serve as the first point of contact for ScottCare customers—including exercise physiologists, nurses, physicians, IT personnel and other hospital staff.
• Deliver outstanding customer service through phone, web, and email channels, ensuring every interaction is clear, professional, and solution-focused.
• Adapt communication style to support both technical and non-technical users.

Technical Troubleshooting & Issue Resolution

• Diagnose, troubleshoot, and resolve issues related to ScottCare products using remote access tools, diagnostic software, and product and service documentation.
• Guide users through problem-solving processes and technical procedures efficiently and accurately.
• Escalate complex technical issues to senior team members or appropriate departments when needed.

Documentation & Compliance

• Document all customer interactions and technical issues in the company’s CRM system.
• Ensure all complaints and service interactions are logged in compliance with the company’s complaint handling procedures.
• Maintain accurate records of resolutions, troubleshooting steps, and follow-up actions.

Team Collaboration & Continuous Learning

• Collaborate with cross-functional teams to identify patterns, improve processes, and deliver exceptional support.
• Stay current with product updates, system enhancements, and industry best practices through ongoing training.
• Contribute to internal knowledge bases and process improvement initiatives.

Qualifications

Education & Experience

• Bachelor’s degree required; preferred fields include Exercise Physiology, Biomedical Engineering or another relevant technical field.
• Experience in cardiac rehabilitation, clinical environments, or medical device/software support is highly desirable.

Technical Knowledge

• Proficiency in diagnosing and resolving computer hardware, software, and basic networking issues.
• Familiarity with CRM systems (e.g. Salesforce.com) and remote desktop support tools.
• Experience documenting customer service interactions per medical industry regulations is a plus.

Key Competencies

• Customer-focused: Passionate about delivering outstanding service and building trust with healthcare professionals.
• Clear Communicator: Skilled at translating technical details into understandable solutions for varied audiences.
• Problem Solver: Analytical thinker who thrives on resolving complex issues quickly and effectively.
• Collaborative Team Player: Works well in cross-functional teams and values shared success.
• Detail-Oriented: Carefully documents and manages technical information, maintaining compliance and accuracy.

Work Environment

This is a hybrid role. While the majority of the work is performed remotely from home office, candidates should expect in-office training and occasional on-site meetings.

What We Offer

• A comprehensive Total benefits package including Medical, dental, FSA, HSA, 401(k) match and a host of voluntary and company paid benefits.
• The Opportunity to work at the intersection of clinical care and innovation.
• A supportive, collaborative team with growth opportunities.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], and please be sure to include the title and the location of the position for which you are applying.