Technical Support Specialist – Clinical Workflow, Parts Support

🕒 August 21

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $31 - $38 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Capsa Healthcare

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

💰 Private Equity Round on 2000-12

Healthcare • Consulting • Marketing

Capsa Healthcare is a leader in providing integrated solutions for pharmacy automation, medication management, and point-of-care technologies. With over 60 years of experience partnering with healthcare providers, Capsa develops innovative products that optimize workflows, enhance patient safety, and improve clinical efficiency. Their extensive range of offerings includes medical carts, automated dispensing cabinets, and patient engagement solutions, all designed to streamline healthcare operations and elevate the quality of care.

📋 Description

• Resolve complex technical cases at the frontline, reducing dependence on Field Service dispatch and Engineering escalation • Provide technical depth for the TSG layer through coaching, knowledge, and case-side guidance • Drive down repeat issues and time-to-resolution through disciplined diagnostics and documentation • Feed clean technical signal into Product, Quality, and Engineering on recurring defects and customer-experience issues • Perform advanced technical troubleshooting of complex hardware and/or software systems • Manage cases and documentation • Partner with Field Service and Engineering on escalations • Support customer experience, coaching, and knowledge contribution • Coordinate cross-functionally and contribute to continuous improvement • Meet success measures including SLA attainment, time to technical resolution, first-contact resolution, repeat-issue rate, dispatch rate, escalation quality, aged-case reduction, documentation quality, customer feedback, knowledge-base contributions, and coaching impact • Perform other duties or special projects as assigned

🎯 Requirements

• Deep technical troubleshooting skill across complex hardware and/or software systems • Structured diagnostic discipline; resolves to root cause rather than symptom • Strong written and verbal communication; able to document with the rigor that product, quality, and complaint workflows require • Sound judgment on escalation, customer risk, and Field Service dispatch • Calm presence in high-stakes customer situations • Ability to coach peers through case-side guidance without holding supervisory authority • Advanced-level comfort working in a case management system (Salesforce or equivalent) • Strong follow-through; impatient with aged cases and avoidable rework, patient with learners • BA / BS preferred • Multiple years in technical support, field service, or technical service engineering • Experience in medical device, regulated, or clinically adjacent service environments • Demonstrated progression through tiered support (T1 → T1.5 → T2) or equivalent • Experience contributing to knowledge management, training content, or SOP development • Experience partnering with Engineering, Product, and Quality to resolve issues • Familiarity with Salesforce / Capsa Connect or equivalent CRM and case management platforms