Technical Support Technician (English speaking) for Newborn Care

Role: Technical Support Technician (English speaking)

Place: Romania (100% remote)

Role Purpose

The English speaking Technical Support Technician provides customer-facing technical support through phone, email and web channels and acts as the primary point of contact for technical support for our customers and distribution partners in an assigned market or region. The role includes technical troubleshooting, case ownership, remote installations and maintenance of technical and customer data.

As part of one global Technical Support team in Newborn Care, the technician also supports colleagues and customer across other markets through shared technical expertise and cross-coverage.

Key Responsibilities 

• Provide technical support via hotline, email and web
• Act as primary Technical Support contact for the assigned market / region
• Diagnose and resolve technical issues and manage cases through resolution or escalation
• Perform remote installations, configurations and technical assistance
• Maintain accurate customer, product and technical data in Salesforce and other systems
• Support colleagues globally with technical expertise, troubleshooting and cross-coverage
• Contribute to technical knowledge, documentation and continuous improvement
• Work closely with Field Service, Workshop, R&D, Sales and other internal functions
• Identify recurring technical issues and support root-causes analysis
• Contribute to the continuous improvement of AI-supported Technical Support tools and solutions
• Maintain professional, polite and structured customer interaction at all times 

Required Qualifications & Experience 

• Technical education or degree in electronics, electrical engineering, mechatronics, medical technology, biomedical engineering, IT/technical systems, or a comparable discipline
• Experience in Technical Support, Field Service, Engineering or a similar technical environment
• Strong analytical and troubleshooting skills
• Experience in a customer-facing hotline/support environment is an advantage
• Ability to understand technical systems and identify root causes.
• Experience working with CRM/service management systems; Salesforce experience is a plus
• Basic SQL knowledge and confidence working with data and digital systems
• Strong written and verbal communication skills
• Fluent English required
• Local market language required where applicable
• Additional European languages are an advantage for global support roles 

Personal Profile 

We are looking for someone who: 

• enjoys solving technical problems
• likes working directly with customers
• takes ownership rather than simply forwarding cases
• communicates confidently, professionally and respectfully with customers
• works in a structured and data-driven way
• can explain complex technical topics clearly
• collaborates effectively across functions and countries
• is comfortable learning new products and technologies
• contributes knowledge to the wider team
• can work independently while being a strong team player
• takes initiative and continuously looks for better solutions