Technical Support Representative

As a Technical Support Representative, you will provide technical support for Reichert products and help customers and partners resolve product, repair, and service-related questions. You will research technical issues, coordinate product returns and replacements, develop and maintain technical documentation, and collaborate with product teams to support instrument quality.

In this role, you will combine hands-on technical knowledge with customer service, problem-solving, training, and technical writing skills. You will also have opportunities to train dealer technicians and travel to dealer locations, doctors' offices, and trade shows as needed.

Responsibilities

You will:

• Provide technical support for Reichert products and assist customers with product, repair, billing, and warranty inquiries.
• Process orders for product upgrades, replacements, and loaners to support customer needs.
• Complete return material authorization (RMA) documentation in MAX and provide customer support through Salesforce.
• Research technical product questions, gather relevant information, and consult subject matter experts as needed.
• Use Reichert's internal material requirements planning (MRP) and complaint systems to document product returns, complaints, and manufacturing information.
• Participate in product meetings and collaborate with product teams to support improvements in instrument quality.
• Conduct dealer training and travel to dealer locations, doctors' offices, and trade shows as needed.
• Research, organize, develop, revise, and produce clear technical documentation, including diagrams, flowcharts, and graphics, in accordance with applicable ISO and industry technical-writing standards.
• Support the development and maintenance of company style guides, templates, and document-control materials.
• Update and maintain Reichert product manuals using source applications such as Adobe InDesign and Microsoft Word.

Required Qualifications

• Two-year degree or higher in electronics with a background in technical support, or equivalent experience.
• Mechanical and electronic repair experience with Reichert products.
• Excellent customer-facing and internal communication skills.
• Strong problem-solving and organizational skills.
• Ability to train dealer technicians in the repair, calibration, and use of ophthalmic instrumentation.
• Technical writing experience using Adobe applications, including InDesign, Acrobat, and Photoshop, and Microsoft applications, including Word, Excel, and PowerPoint.
• Proficiency with emerging technologies and software used for technical support and documentation.
• Ability and willingness to learn and adapt to new tools for remote technical support and virtual training.
• Commitment to continuous learning related to ophthalmic instrumentation and evolving technical-support methods.
• Strong digital literacy, including the ability to use data and analytics to help improve support processes and customer satisfaction.
• Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.

Preferred Qualifications

• Experience with ophthalmic instrumentation.
• Experience with serial communication and electronic medical record (EMR) systems.

epresentative, you will provide technical support for Reichert products and help customers and partners resolve product, repair, and service-related questions. You will research technical issues, coordinate product returns and replacements, develop and maintain technical documentation, and collaborate with product teams to support instrument quality. In this role, you will combine hands-on technical knowledge with customer service, problem-solving, training, and technical writing skills. You will also have opportunities to train dealer technicians and travel to dealer locations, doctors' offices, and trade shows as needed.

Responsibilities

You will:

Provide technical support for Reichert products and assist customers with product, repair, billing, and warranty inquiries. Process orders for product upgrades, replacements, and loaners to support customer needs. Complete return material authorization (RMA) documentation in MAX and provide customer support through Salesforce. Research technical product questions, gather relevant information, and consult subject matter experts as needed. Use Reichert's internal material requirements planning (MRP) and complaint systems to document product returns, complaints, and manufacturing information. Participate in product meetings and collaborate with product teams to support improvements in instrument quality. Conduct dealer training and travel to dealer locations, doctors' offices, and trade shows as needed. Research, organize, develop, revise, and produce clear technical documentation, including diagrams, flowcharts, and graphics, in accordance with applicable ISO and industry technical-writing standards. Support the development and maintenance of company style guides, templates, and document-control materials. Update and maintain Reichert product manuals using source applications such as Adobe InDesign and Microsoft Word. Required Qualifications Two-year degree or higher in electronics with a background in technical support, or equivalent experience. Mechanical and electronic repair experience with Reichert products. Excellent customer-facing and internal communication skills. Strong problem-solving and organizational skills. Ability to train dealer technicians in the repair, calibration, and use of ophthalmic instrumentation. Technical writing experience using Adobe applications, including InDesign, Acrobat, and Photoshop, and Microsoft applications, including Word, Excel, and PowerPoint. Proficiency with emerging technologies and software used for technical support and documentation. Ability and willingness to learn and adapt to new tools for remote technical support and virtual training. Commitment to continuous learning related to ophthalmic instrumentation and evolving technical-support methods. Strong digital literacy, including the ability to use data and analytics to help improve support processes and customer satisfaction. Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs. Preferred Qualifications Experience with ophthalmic instrumentation. Experience with serial communication and electronic medical record (EMR) systems.