Biomedical Engineer (Product Support)

Role & responsibilities

Possesses in-depth product knowledge to enhance customer support and oversee the

end-to-end customer service process.

• Consults and assists customers in selecting the most suitable product based on their

specific pain conditions, usage requirements, and therapy needs.

• Interacts with customers on a daily basis, addressing technical and usage-related

queries and guiding them toward the appropriate product, service, or solution.

• Provides clear guidance on how each product works for different pain types and

conditions, ensuring correct and effective usage.

• Performs on-site device inspection, calibration, testing, and basic setup of portable

physiotherapy and wellness products when required.

• Maintains medical devices by diagnosing, troubleshooting, repairing malfunctions, and

coordinating refurbishment of damaged or returned products.

• Supports refurbishment, testing, and quality checks of returned units to ensure they meet

performance and safety standards.

• Assists in the development and launch of new products by providing technical inputs,

testing feedback, and user-experience insights.

• Creates and updates product-related materials such as user manuals, usage guides,

FAQs, safety instructions, and training documents.

• Participates in sales-support activities including follow-ups on abandoned carts, technical

pre-sales assistance, and customer conversion support.

• Maintains supplies inventory by monitoring stock levels, anticipating requirements,

placing and expediting orders, and verifying receipt.

• Plans and supports training initiatives and standardization of service delivery processes.
• Updates customer information accurately in the customer service database during and

after each interaction.

• Assists with other day-to-day website operational responsibilities.

Preferred candidate profile

Strong customer orientation; adaptable to different customer profiles and communication

styles

• Excellent English communication, presentation, and documentation skills
• Ability to multitask, prioritize, and manage time in a fast-paced environment
• Strong phone, email, and chat handling with active listening and problem-solving
• Understanding of medical devices, electrotherapy, sensors, and electronics
• Ability to explain technical and clinical concepts in a simple, customer-friendly way
• Hands-on skills in device testing, calibration, troubleshooting, and minor repairs
• Willingness to learn order management systems, CRM, and chat tools
• Knowledge of documentation standards, user manuals, SOPs, and safety guidelines
• Understanding of quality checks, refurbishment, and handling returned/damaged

products

• Ability to work with cross-functional teams (sales, service, marketing, operations)
• Willingness to undergo product training and support new product development