JOB DESCRIPTION
Field Tech Support & Application Specialist (India)
Employment Type: Full-Time Contractor / Freelancer (Fully Remote, India)
Travel Requirement: (https://) Up to 80-90% travel across India for field operations, site visits, and commercial events
As a Field Tech Support & Application Specialist (India) at THORASYS, you will serve as a key bridge between our technical operations and commercial expansion in the Indian market. In this hybrid role, you will lead on-site installations, device operational verification, customer onboarding, and field troubleshooting for our respiratory diagnostic systems. You will work closely with local service partners (e.g., TBS) to coordinate customer queries and complaints, while also actively supporting the commercial team during customer demos, site visits, and medical congresses.
Key Responsibilities
On-Site Techinical & Field Support :
- Perform on-site installation, device operational verification, troubleshooting, preventive maintenance, and repairs for THORASYS medical devices across India.
- Coordinate with the technical service manager on day-to-day basis the technical inquiries, complaints, and repair processes, especially during active field visits.
- Ensure all completed field work, site visits, and installations are properly documented and reported into the company’s records in a timely manner using our ERP system.
Commercial & Sales Support:
- Support sales growth in the territory by conducting product demonstrations at customer sites, medical congresses, and partner meetings.
- Assist in organizing and executing visits for key customers and global management alongside the commercial team.
- Gather market insights, customer feedback, and hardware/software user stories to share with product and development teams.
Training, Onboarding & Partner Enablement:
- Deliver comprehensive onboarding and product training to end-users, clinical staff.
- Assist in creating, updating, and documenting standard operating procedures (SOPs), troubleshooting guides, and technical documentation.
Quality Compliance & Internal Operations:
- Coordinate the escalation and logging of tickets and medical device issues into the Quality Management System (QMS) in alignment with regulatory standards.
- Collaborate with global Production, Logistics, and Quality departments to streamline product supply, spare parts handling, and customer resolutions.
- Maintain strict compliance with THORASYS data privacy, security policies, and administrative procedures.
Education, Experience and Competence Required
- Education: Bachelor's degree in biomedical engineering, Science, or related engineering discipline.
- Experience: 2–3 years of professional experience in customer support, field technical service, or application training. Experience in the medical device industry is a strong asset.
- Languages: Professional fluency in English and Hindi (spoken and written) is required. Proficiency in additional regional Indian languages is an asset.
- Systems & Tools: Proficiency with CRM and ticketing tools, MS Office, and baseline experience with ERP systems (hands-on experience with Odoo is a strong plus).
- Mobility & Independence: Self-motivated and capable of working autonomously in a fully remote setup, with the willingness and ability to travel up to 80-90% of the time.
- Technical & Soft Skills: Strong technical troubleshooting ability, exceptional documentation habits, and excellent interpersonal skills to navigate both technical and commercial discussions with healthcare professionals.
Benefits & What We Offer
Flexibility & Independence: 100% remote working arrangement as an independent contractor, with full ownership of field activities within the region.
Growth & Impact: Exposure to a fast-growing international medical device company with a strong commercial footprint in respiratory diagnostic innovations.
Self-Development Support: Continuous technical training, support for professional development, and opportunity to shape customer operations across a major market.
Reporting & Key Metrics
Direct Manager: Technical Support Service Manager
Key Reporting Duties:
Submit detailed post-installation and field service reports after every customer visit.
Coordinate weekly operational updates with the Technical Support Service Manager regarding open partner tickets, scheduled site visits, and customer feedback.
Align regularly with the Commercial Lead on regional sales support activities, upcoming demos, and event schedules.
