Technical Support Manager

Rhythm Healthcare is a leading provider of DME, HME and Respiratory products in the medical equipment manufacturing industry. We exist to bring comfort, safety, independence and hope to people that connect with our brand. We are committed to ensuring that every customer feels valued and cared for.

As we continue to grow, we're committed to offering exceptional work experience for our employees with numerous opportunities for development and advancement. If you believe in our core values of Emotional Intelligence, Grit, Growth Mindset and Sincerity, we want you on our team. Our employees are our greatest asset, and this includes people like you!

We are hiring a Technical Support Manager who provides quality engineering leadership for field performance, complaint investigations, returned-product evaluation, CAPA, nonconforming product, service quality, and continuous improvement across Rhythm Healthcare’s respiratory and durable medical equipment portfolio. Reporting to the Director of QARA , the role serves as the technical escalation point for complex customer and service issues and converts field feedback into documented, risk-based improvements to products, suppliers, service processes, and the Quality Management System (QMS).

The role partners with Customer Experience, Regulatory Affairs, Operations, Supply Chain, Product Management, Commercial, authorized repair centers, and OEM manufacturers. It supports customers through technically accurate troubleshooting, investigation updates, service documentation, and training.

• Lead or support technically complex complaint investigations and returned-product evaluations; document problem statements, test methods, evidence, root cause, conclusions, and recommended actions.
• Analyze complaint, RMA, repair, warranty, ticket, and field-failure data to identify adverse trends, recurring failure modes, emerging risks, and potential product escapes.
• Partner with Regulatory Affairs to identify events requiring escalation for MDR assessment, field action, recall, or other regulatory evaluation.
• Translate field findings into updates to risk files, service instructions, supplier actions, CAPAs, product improvements, or post-market surveillance inputs.

• Serve as the Quality technical escalation point for complex or recurring respiratory and DME product issues after initial Customer Experience triage.
• Guide Customer Experience and service personnel on evidence collection, safe troubleshooting boundaries, complaint intake, escalation criteria, and approved customer messaging.
• Participate in customer calls or site visits when a significant technical, safety, systemic, or relationship risk requires Quality involvement.
• Provide technically accurate investigation summaries and corrective-action updates suitable for customers and internal stakeholders, in collaboration with Regulatory Affairs and Legal/Compliance when applicable.

• Create and maintain controlled troubleshooting guides, service bulletins, repair protocols, diagnostic methods, knowledge-based content, and technical training materials.
• D efine qualification and performance requirements for authorized repair centers; support technical audits, competency assessments, and corrective actions.
• Develop and deliver train-the-trainer or advanced service training; measure training effectiveness and use results to improve content and service processes.
• Evaluate new products, changes, and service tools for support readiness and ensure service feedback enters design/change and risk-management processes.

• Lead…