Joerns Healthcare

Technical Support Specialist

Posted Date 1 week ago(3/7/2018 3:10 PM)
FTR Full-Time Regular
Job ID
2100 Design Road, Suite 100
Postal Code

About Joerns

Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.


We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.


At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by site.

Position Summary

In collaboration with the Director, Customer Engagement & Distributor Relations, the Technical Support Specialist is responsible for providing support and technical assistance for the repair and maintenance of durable medical equipment to Joerns Healthcare customers, distributors, and field service and sales personnel.  The job holder will take ownership for and lead the daily delivery of instruction on the proper use of the Joerns Healthcare product line to Joerns customers and internal stakeholders.


This position will deliver remote troubleshooting and diagnostic services, assist with repair scheduling, and ensure compliance with Joerns’ complaint handling systems and procedures through daily interactions with customer staff (e.g. facility maintenance technologists, biomedical engineers, and nursing staff) to facilitate the successful use of Joerns’ products.


The job holder will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize equipment uptime as well as facilitate them meeting their clinical, safety and regulatory compliance goals.

Major Duties & Responsibilities

  • Provide Joerns customers with product use and technical questions as they relate to the use of Joerns product line via phone, email, and on-line chat.
  • Assist field service technicians with troubleshooting activities remotely.
  • Draft and update technical documentation, reference material, and service manuals for use by internal staff and external customers.
  • Occasionally travel to customer sites to investigate issues associated with Joerns product line.
  • Perform and document incident investigations to achieve satisfactory resolutions to customer reported issues.
  • Provide customer feedback for future development or enhancement of Joerns product line to Joerns Product Management.
  • Participate in cross functional team collaboration.
  • Performs other duties as requested.

Required Education

High school diploma or GED equivalent

Required Skills & Experience

  • At least 2 years of experience in customer service, service repair, or technical product support. Preferably in the medical device industry but not required.
  • Must be a team-player, possess outstanding customer service skills and be self-motivated.
  • Excellent oral and written communication skills will be required as this position will involve direct communications with Joerns customers.
  • This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer related issues.
  • The ability to multi-task and manage changing priorities throughout the day will be required.
  • Great listening skills and the capability to remain calm and helpful when working with Joerns customers is essential.
  • Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.
  • Must have the ability to initiate and develop creative solutions.
  • Possess the ability to manage time and prioritize critical priorities.
  • Must demonstrate the ability & desire to increase knowledge.
  • General Microsoft skills required.

Preferred Skills, Experience & Education

  • Bachelors degree preferred
  • Ability to read and interpret documents and safety rules
  • SAP Experience Preferred
  • Operating maintenance instructions and procedure manuals
  • Ability to write routine reports and correspondence.
  • Ability speak effectively before groups of customers or employees of the organizations.
  • Excellent MS Office skills especially Excel and Power Point. 
  • Strong time management and organizational skills.
  • At advanced levels, additional functions may also be assigned such as Trainer/Mentor, Project Management, specialized tasks.

Joerns Healthcare is an Equal Opportuniy Employer


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