Technical Support Specialist; EMEA)

Department: Customer Operations / Technical Support

As a Technical Support Specialist (EMEA) at THORASYS, at THORASYS, you will ensure the operational success and satisfaction of our growing global user base. You will provide frontline customer service and technical support for our proprietary respiratory diagnostic systems(such as thetremoFlo® Airwave Oscillometry System ). In addition to troubleshooting via established technical documentation, you will play an active role in creating, refining, and providing feedback on technical guides and knowledge base articles.

Europe

Customer Operations / Technical Support

As a Technical Support Specialist (EMEA) at THORASYS, at THORASYS, you will ensure the operational success and satisfaction of our growing global user base. You will provide frontline customer service and technical support for our proprietary respiratory diagnostic systems(such as thetremoFlo® Airwave Oscillometry System ). In addition to troubleshooting via established technical documentation, you will play an active role in creating, refining, and providing feedback on technical guides and knowledge base articles.

• Provide technical support via phone, email, and digital ticketing channels to healthcare professionals, distributors, and end-users, ensuring timely issue resolution within regulatory standards.
• Troubleshoot hardware and software issues on THORASYS respiratory diagnostic devices using official technical documentation.
• Assist in creating, updating, and documenting standard operating procedures (SOPs), troubleshooting guides, and technical documentation.

• Work primary European business hours to support the EMEA region, with flexibility to occasionally assist colleagues and customers in other global regions during peak demand or escalated coverage scenarios.
• Manage end-to-end customer operations across the EMEA territory, including technical support inquiries, product activation, complaint logging, and repair workflows.
• Log, track, and manage tickets through our Quality Management System (QMS) and ERP system to maintain compliance with medical device regulations.

• Escalate complex software/hardware bugs or recurring issues to the R&D and Quality teams, providing detailed field feedback for product development.
• Coordinate with Production and Logistics departments to facilitate seamless customer installations, replacements, and repairs.

Must Located in Europe

Experience:

1–2 years of professional technical support or customer service experience. Prior experience in medical devices, biomedical engineering, or healthcare technology is a strong asset.

Systems & Tools:
Prior experience using an ERP system is required. Hands-on familiarity with Odoo or Jira is considered a strong plus.

Working Hours & Flexibility:
Availability to work standard European business hours, with a willingness to provide cross-regional coverage support to international teams on an as-needed basis.

Language

Skills:

Fully bilingual in English and French (written and spoken) is required. Additional European languages (e.g., German, Spanish) are an advantage.

Documentation & Technical Writing:
Ability to follow detailed technical instructions and contribute to the drafting or improvement of technical user guides and knowledge base content.

Soft Skills:

Strong problem-solving skills, high attention to detail for regulatory documentation, excellent interpersonal communication, and the autonomy to work independently in a remote or hybrid environment.

Direct Manager:
Technical Support Service Manager

Reporting Structure:

Provide regular status reports on open/resolved support tickets, customer feedback, and technical documentation updates directly to the Technical Support Service Manager.

Participate in 1-on-1 performance reviews, team strategy meetings, and operational alignment discussions managed by the Technical Support Service Manager.

Collaborate under the direction of management to elevate…