Technical Support Specialist

The Technical Support Specialist plays a vital part in delivering the exceptional customer experience that drives Rayner’s success. As a key contact for both direct and indirect markets, you will provide accurate, timely, and expert support on Rayner equipment — helping customers use our products confidently and effectively.

You will troubleshoot technical issues, analyse product behaviour, resolve customer queries, and spot opportunities to make our equipment even more user‑friendly. Your insights will directly shape improvements across the business. As the bridge between customers and internal teams - including Technical Field Support, Customer Service, Clinical, and Quality - you’ll collaborate widely and see the full picture of how a global medical device company operates. This role requires clear and confident communication skills, with the ability to translate complex technical information into simple, helpful explanations for customers and internal teams.

A strong problem‑solving mindset is crucial, allowing the role holder to analyse issues methodically, identify root causes, and implement appropriate solutions. Collaboration is also central to success in this position, as the specialist regularly works with teams across Technical Field Support, Clinical, Quality, and Customer Service to ensure a seamless customer experience.

What You'll Be Doing: 

• Diagnose, analyse, and resolve issues related to electronic medical devices.
• Evaluate technically complex equipment and identify the factors behind product behaviour.
• Provide second‑line support when first‑line resources cannot resolve a case.
• Refine procedures based on lessons learned from real‑world field feedback.
• Contribute to making products easier to use and support globally.
• Support departmental or cross‑functional projects as assigned.
• Take on additional responsibilities that contribute to team success and your own development.
• Provide clear, accurate technical or clinical information to customers and field representatives.
• Deliver a smooth and supportive experience throughout the customer journey.
• Create, manage, and update cases within the Service Management tool.
• Respond quickly and professionally on inquiries.
• Document all interactions thoroughly, accurately, and in compliance with regulatory requirements.
• Initiate customer complaints in a timely and compliant manner.
• Assist in processing and closing complaint files.
• Monitor and trend quality performance data, report KPIs, and support continuous improvement initiatives.
• Provide after‑hours on‑call support on a routine basis to ensure customers always have access to help.

What Experience & Skills You Will Need:

• BS in a technical field preferably in biomedical engineering, electrical engineering or information technology
• Strong computer skills (hardware, software and networking).
• Basic working knowledge of Microsoft Word, Outlook and Excel.
• Basic knowledge of interacting with ERP or other Database software.
• Needs demonstrated written and verbal communication in German & English.
• Prior experience in complaint handling for medical devices a plus.
• Knowledge of FDA regulations with respect to complaint handling a plus.

What We Can Offer You:

• Comprehensive benefits package
• Global appreciation platform to recognise colleagues around the globe
• Fantastic opportunity to work with highly talented teams and individuals and grow with the business
• Being part of an organisation you can be proud to work for changing the lives of millions of people!