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Specialist Technical Support

3 days ago

Kista, Stockholm, Sweden Resmed Full time

We are hiring a Specialist Technical Support to join our team.
We are looking for you on a fixed-term contract as parental leave cover.
Let's talk about the role:
The Technical Support Manager Sweden reports to the Nordics Technical Service Manager and is a key member of the Technical Services Department. The role is based on-site at the ResMed Swedish office in Kista and will support customers, internal teams, and distributors within the Swedish market.

Position Description:
The primary purpose of this role is to provide high-quality technical and engineering support for ResMed products and 3pp products, both to customers and internal stakeholders. This includes ownership of customer queries, management of investigation of product failures, device upgrades, maintenance, testing, technical trainings and management of repairs. The Technical Services Manager also acts as the local QA/RA representative, ensuring regulatory compliance and device traceability throughout the product life cycle. Beyond the day-to-day operational responsibilities, this position plays a key role in representing the Swedish Technical Services function within
local, regional, and global meetings and projects
. The successful candidate will actively participate in strategic and operational discussions, ensuring alignment with ResMed's global service structure, processes, and long-term objectives. This includes contributing to continuous improvement initiatives, sharing local market insights, and supporting the implementation of new global service strategies in the Nordic region.

Let's talk about responsibilities:

  • Provide technical support to local customers via phone, email, and CRM tools (mandatory for tender participation).
  • Manage troubleshooting, repair, returns, and replacement processes for sleep apnea devices, life support ventilators, and diagnostic devices, including non-serialized product handling.
  • Deliver technical support to internal teams including sales, finance, and customer service.
  • Act as the Local QA/RA SCHU representative, responsible for complaint handling, device traceability, and liaison with regulatory authorities and RCHU.
  • Provide technical support to distributors in Sweden.
  • Manage the aftersales online portal: create customer accounts and conduct user training sessions for hospital technical teams and distributors.
  • Conduct technical training and manage re-certification processes for hospital staff (remote or on-site as required by tenders).
  • Prepare and deliver technical documentation for tenders, including service manuals, quality certificates, and official tender forms in the local language.
  • Manage loan devices, including shipment, return, and record-keeping.
  • Drive continuous improvement initiatives: report KPIs, update OKRs, improve Net Promoter Score (NPS), and communicate customer needs to the sales team.
  • Coordinate logistics and customs clearance paperwork for service devices.
  • Perform other duties and responsibilities as assigned.
  • Participate in regional, European and global meetings with the global technical teams.

Let's talk about qualifications and experience:
Required:

  • University degree in applied sciences,engineering or biomedical science.
  • Native Swedish language skills and business-level English.
  • Knowledge of measurement units and electronic components.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and CRM tools.
  • Strong communication skills, both written and verbal, with the ability to maintain professionalism and interact effectively with customers and stakeholders at all levels.
  • Ability to engage with senior internal and external personnel and drive resolutions that align with company goals and objectives.

Preferred:

  • Experience working within the hospital or healthcare sector.
  • Minimum 2 years' experience in a similar technical service role using a CRM system (e.g., Salesforce).
  • Knowledge of the Swedish healthcare system and/or experience managing relationships with healthcare professionals.
  • Hands-on experience in technical repair and/or daily service center operations.
  • Familiarity with 5S, Lean, or Six Sigma methodologies.
  • Knowledge of an additional Nordic language (Finnish, Norwegian, Danish).
  • Proactive and self-driven
  • Customer- and business-oriented mindset
  • Comfortable with digital communication tools (phone, Zoom, Teams).
  • Highly organized and detail oriented.
  • Eager to challenge themselves and grow.
  • Strong team player with a collaborative approach.

OK, so what's next?
Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now.

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now We commit to respond to every applicant.