If you love helping people and enjoy solving technical problems, this opportunity might be perfect for you. The Support Specialist role at Cadwell Industries is all about guiding customers with patience, clarity, and confidence. You’ll be the friendly voice that helps users understand their medical devices, troubleshoot issues, and feel supported every step of the way.
Job Type: Full-time
Salary: $80,000 – $100,000 USD
Firm: Cadwell Industries, Inc.
Location: Remote, US
Work Schedule: Regular hours + on-call rotation for after-hours and weekend support
Language: English
Position Summary
The Support Specialist 1 provides technical phone support to customers in resolving hardware and software issues for Cadwell medical devices. This role will also be included in an on-call rotation for after hour and weekend support escalation. This position will be located either at headquarters in Kennewick, WA, or remote.
Key Functions\Responsibilities
- Provides customer support through product operations, introductory functional training, product information, telephone support, and other services in support of equipment configuration and operation
- Communicate solutions/resolutions/answers in a timely manner
- Make customer follow-up calls
- Effectively troubleshoot computer, software, and networking issues
- Develop expert level knowledge of the Cadwell product lines
- Other job duties as requested, directed, or assigned
Education/Experience
- Associate degree in related field, or 2 years of related experience/education in clinical neurophysiology, IT, or biomedical required
- Associates or Bachelor’s degree in a neurodiagnostic field or accredited program desired
- Registered Technologist in good standing preferred
- Background in the health sciences with a focus in neurodiagnostic care, college degree in relevant area, or equivalent
- At least one-year experience working as a technician in a clinical environment or 2+ years of experience of help desk or network support preferred
Skills/Job Knowledge/Abilities
- Computer proficiency is essential. Familiar with computer operations, including applicable software platforms and networking, and hardware
- Basic understanding of servers, virtual environments, WAN and LAN topologies, Citrix, and storage environments desired
- Requires excellent oral and written communications skills
- Ability to accurately assess customer needs and provide consultative solutions
- Have a pleasant, friendly style
- Willingness and understanding of how to build a long-term relationship with the customer
- Ability to handle complaints professionally
- Skilled in problem analysis and resolution
Requires the following physical activities: standing, walking, sitting, bending, stooping, squatting, reaching, pushing, pulling, finger dexterity, talking, hearing, visual acuity, and lifting and carrying up to 20 pounds