Technical Customer Support Supervisor

Role Overview

This is a working supervisor role, primarily focused on providing technical support for Fluke Health Solutions customers using our test equipment to maintain and troubleshoot medical devices in hospital and lab environments. The Technical Support Supervisor will troubleshoot, test, evaluate and support the users of medical device testers and lead a small team of Technical Support Associates. The role will be responsible for providing excellent customer experience, customer satisfaction, and service levels while supporting R&D, Product Management, and customer training initiatives.

The Biomed engineer should provide expert assistance on hardware and software ensuring optimal performance and user satisfaction.

• Lead Technical support team in achieving KPIs related to customer experience and service level.
• Be a primary point of contact for Technical Support collaboration with other departments.
• Diagnose, troubleshoot, and resolve hardware and software issues related to medical device testers in Fluke Biomedical labs.
• Execute hands‑on testing, debugging, and evaluation of medical device testers together with infusion pumps, ventilators, defibrillators, electrical surgery units, etc.
• Maintain lab equipment, perform regular calibrations, and ensure compliance with safety and regulatory standards.
• Provide biomedical/technical Support via tickets, emails, and phone.
• Support service & calibration, production teams, customer service, and quality engineers.
• Collaborate with R&D teams during early‑stage development for HW/SW testing.
• Provide feedback to Product Management on device performance and usability.
• Document testing, debugging, and testing results accurately (DMVM sheets, procedural documents, reports).
• Support with training channel partners and customers on device usage and best practices.
• Handle customer complaints related to device performance, collaborating with quality teams.
• Support hospital‑based testing scenarios and field evaluations as required.

• Bachelor’s degree in biomedical engineering or equivalent preferred.
• Several years of Biomedical testing experience in a hospital or equal setting.
• Experience leading and managing people.
• Proficiency with Biomedical devices and medical device testing.
• Proficiency in reading, interpreting, and applying service manuals and technical documentation for medical devices.
• Proficiency with computers, operating systems, software, and hardware troubleshooting.
• Basic knowledge in ISO standards and compliance (ANSI/AAMI ES-1, IEC
  62353, IEC
  60601-1, AS/NZS 3551).
• Experience with in product testing, calibration, or metrology within healthcare and radiation testing.
• Familiarity with CRM or ticketing systems (preferred Zendesk).
• Strong problem solving, analytical, oral, and written communication skills.
• Must be fluent in English;
  Spanish proficiency is a plus.
• Good knowledge of Microsoft Office.
• Ability to work independently while collaborating with peers and other professionals.
• A good and flexible team player.

Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high‑impact fields like workplace safety, building environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward‑looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission‑critical solutions. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team of 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential, your ability to learn, grow and make a difference. At Fortive, we believe in us.

We believe in the power of people working together to solve problems no one could solve alone. At…