Tweet
Overview:
For over 30 years, Noraxon USA has been an industry leader in biomechanics measurement and analysis solutions. Our vision is to create technologies and integrated systems that give researchers, sports scientists, physical therapists, and ergonomists a greater understanding of human movement. Our biomechanics platform delivers powerful insight into human movement data by combining innovative wearable sensor technology with comprehensive yet elegant analytics software.
As part of our growing organization, we are currently seeking a full-time Technical Support Engineer based in Scottsdale, Arizona. The Technical Support Engineer will work closely with current customers and the development team to train users on equipment, assist with solving issues, test products and develop educational content to support and expand a state-of-the-art biomechanics measurement platform. The ideal candidate is someone with a strong work ethic, a passion for solving interesting technical challenges, and the ability to thrive in a fast-paced, team-oriented, lean work environment.
Primary Duties:
- Receive and process all inbound client requests, maintain timely responses, and document cases using a CRM system (Salesforce).
- Provide exceptional customer service via telephone, TeamViewer, Zoom, and email communications.
- Set up and perform data collections with traditional or mobile biomechanics lab technologies for 3D motion capture, electromyography, 2D video capture, and kinetics.
- Perform manual testing of new hardware and software features.
- Analyze and identify root cause factors and service issue trends.
- Create and update Instructions for use and develop other necessary instructional documentation to assist with problem-resolution efficiencies.
- Train customers in using state-of-the-art biomechanics software and lab technologies for 3D motion capture, electromyography, 2D video capture, and kinetics.
- Manage repairs for customer equipment by initiating repair processes, approving repairs, and communicating technical problems.
Experience & Skills Required:
- B.S. or M.S. in Biomechanics, Engineering, or a related technical field is preferred
- Internship or work experience in technical support or QA testing role is preferred
- Experience with biomechanics lab technologies is preferred
- Experience working in Windows operating systems environments
- Proficient at "translating" technical information to users with a variety of skill levels
- Excellent customer service and crisis management skills
- Ability to quickly learn new software applications and their components
- Strong analytical and (written and verbal) communication skills
- Strong computer, statistical data analysis, organizational, and problem-solving skills
- Authorization to work in the United States
Compensation:
- Base salary
- Health, dental, vision, and life benefits, 401K match
- Paid Time Off