Technical Support Technician - International (Europe)

MicroAire Surgical Instruments LLC

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.

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+ Department: International

+ Reports to: VP, International

+ Summary

MicroAire Surgical Instruments is a global medical device company advancing surgical innovation and improving patient outcomes; as a part of Marmon Holdings, Inc., a Berkshire Hathaway company, valuing technical excellence and strong customer partnerships.

To support continued international growth, MicroAire is expanding its technical support presence across Europe. The Technical Support Specialist – International serves as the primary technical liaison for European customers, providing on‑site installation, setup, troubleshooting, and ongoing technical support for MicroAire surgical equipment. This role combines hands‑on field support, remote assistance, and customer training, while partnering closely with International Sales, Quality, Operations, and Engineering to deliver consistent, compliant, and high‑quality customer experiences.

+ Essential Duties and Responsibilities:

Customer Equipment Setup & On‑Site Support

• Perform on‑site installation, configuration, and validation of MicroAire surgical equipment at customer locations across Europe.
• Support initial system setup, accessory configuration, and operational readiness prior to clinical use.
• Provide hands‑on training to surgeons, clinical staff, and biomedical teams on proper equipment operation, care, and basic troubleshooting.
• Serve as a technical presence during product launches, evaluations, and key customer implementations as needed.

Technical Support & Issue Resolution

• Act as a primary point of contact for international customers seeking assistance with MicroAire hardware, software, and accessories.
• Troubleshoot technical issues via on‑site visits, phone, email, and remote support tools, ensuring timely and effective resolution.
• Guide customers through structured troubleshooting steps while maintaining professionalism in high‑pressure clinical environments.
• Provide product training to MicroAire’s distributor partners
• Escalate complex issues to Engineering, Quality, or Operations while providing clear documentation and follow‑through.

Documentation, Quality & Regulatory Compliance

• Accurately document all customer interactions, service activities, and technical issues in MicroAire’s CRM or service management systems.
• Ensure complaints, adverse events, and service concerns are identified, documented, and escalated in accordance with FDA, EU MDR, and internal quality system requirements.
• Support post‑market surveillance activities by providing timely and complete technical information related to field issues.
• Maintain compliance with company policies, training requirements, and regional regulatory standards.

Cross‑Functional Collaboration

• Partner with International Sales to support customer demos, evaluations, and relationship building.
• Collaborate with Engineering and Operations to provide field feedback that informs product improvements and serviceability.
• Work closely with Quality and Regulatory teams to ensure consistent application of complaint handling and documentation standards.
• Contribute to the development of technical documentation, training materials, and internal knowledge resources.

Continuous Learning & Improvement

• Stay current on MicroAire product updates, enhancements, and evolving clinical applications.
• Participate in ongoing technical, regulatory, and customer service training.
• Identify opportunities to improve installation processes, service workflows, and customer support practices across the international organization.

+ Education and Experience

• Bachelor’s degree required; preferred fields include Biomedical Engineering, Mechanical Engineering, Electrical Engineering, or related technical disciplines.
• Experience supporting medical devices, surgical equipment, or capital equipment in a clinical or field‑based environment strongly preferred.
• Prior experience working directly with hospitals, surgical centers, or healthcare professionals is highly desirable.

+ Competencies

Competency

Skills

Behaviors

Technical Expertise

• Medical device hardware and system troubleshooting

• Hands‑on equipment installation and configuration

• Basic electromechanical and system‑level diagnostics

• Accurately installs and configures MicroAire equipment at customer sites

• Diagnoses technical issues methodically and applies appropriate solutions

• Confidently supports equipment in clinical and operating room environments

Customer & Clinical Support

• Customer service in regulated healthcare settings
• Clinical environment awareness
• Relationship‑based support

• Builds trust with surgeons, clinical staff, and biomedical teams
• Maintains professionalism during time‑sensitive or high‑pressure situations
• Represents MicroAire positively during on‑site visits and customer interactions

Communication

• Clear verbal and written communication
• Technical explanation and training
• Cross‑cultural communication

• Explains technical concepts clearly to both technical and non‑technical users
• Adapts communication style to different audiences and cultural contexts
• Provides concise, accurate updates to customers and internal teams

Problem Solving & Decision Making

• Analytical troubleshooting
• Root cause identification
• Independent judgment

• Approaches problems logically and remains calm under pressure
• Identifies when to resolve issues independently versus escalating appropriately
• Applies sound judgment while working independently in the field

Quality & Compliance Awareness

• Complaint identification and documentation
• Regulated industry documentation practices
• Understanding of FDA / EU MDR principles

• Accurately documents service activities and technical issues
• Recognizes potential complaints or adverse events and escalates per procedure
• Adheres to quality system and regulatory requirements consistently

Collaboration & Teamwork

• Cross‑functional collaboration
• Partnership with Sales, Quality, and Engineering

• Works effectively with International Sales during installations and evaluations
• Shares field insights to support product and process improvement
• Contributes positively to a global, cross‑functional team environment

Organization & Accountability

• Time management and prioritization
• Travel planning and self‑management
• Documentation accuracy

• Manages travel, service commitments, and priorities independently
• Meets customer and internal response expectations consistently
• Maintains accurate and timely records of all support activities

Learning Agility

• Technical learning and adaptability

• Continuous improvement mindset

• Quickly learns new products, updates, and clinical applications

• Seeks feedback and incorporates lessons learned from field experience

• Actively participates in training and knowledge‑sharing efforts

+ Work Environment, Physical Demands and Protective Equipment

• Training and/or orientation that will be provided to ensure compliance with policies or agreements.
• This role works in hospital and office settings.

+ Schedule, Travel Responsibility, Special Conditions or Requirements

• This role will either be based in Germany or the Netherlands and remote, with frequent travel to customer sites across assigned regions.
• Must live near an international airport
• 60% Travel with the ability to work flexible schedule
• Travel may include short‑notice visits to support installations, troubleshooting, or customer needs.
• Occasional travel to MicroAire facilities for training or meetings may be required.

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.