International Technical Support Lead

A Medical Device company in Tel Aviv is looking for an International Technical Support Lead.

Position Summary:

The International Technical Support Lead will define, manage, and oversee remote support processes to ensure accurate diagnostics and solutions for the company’s products. This role requires close collaboration with R&D, IT, and Manufacturing teams in Israel, as well as the Diagnostics Clinic, Logistics and Technical Support teams in the USA.

Key Responsibilities:

• Define and lead remote support processes for diagnostics and troubleshooting.
• Collaborate with cross-functional teams in IL & US to resolve issues efficiently.
• Guide the US team on device repairs, replacements, and manage technical databases.
• Develop support strategies aligned with regulatory standards and ensure data integrity in CRM.
• Create and deliver training materials for technical support staff.
• Provide urgent support to the US team during EST hours.

Qualifications:

• Bachelor's degree in Science or Engineering.
• Minimum 5 years of experience in technical support management for multidisciplinary products (SW & HW) in a global company.
• Medical device experience is strongly preferred, ideally with connected devices (IoT).
• Proficiency and experience in remote troubleshooting tools and processes.
• Proven experience building and managing technical support teams and infrastructure.
• Strong command of English with excellent verbal and written communication skills.
• Proficient in analytical and troubleshooting methodologies.
• Strong customer service orientation and problem-solving skills.