After-Hours Product Support Technician (Part Time)

Job Title

Requisition

Location

Additional Locations

Job Description Summary

Job Description

The After-Hours part time Product Support Technician is responsible for delivering technical support for a product marketed on a worldwide basis. The Technician conveys operational, customer service and troubleshooting elements to support and enhance product offerings in addition to influencing new product designs and enhancements ensuring safety, reliability, and overall quality.

Essential Functions

• Deliver real-time, point-of-care technical support via phone during scheduled after-hours "on call" periods, including evenings, weekends, holidays, PTO coverage, team trainings, and corporate events (mobile phone provided).

• Accurately document each support interaction using a Technical Support Contact Record and input details into the designated database.

• Communicate call outcomes and necessary follow-up actions clearly to the Customer Care team.

• Stay up to date on new products and services; provide technical insights and user feedback as needed.

• Collaborate with management on customer service improvement initiatives.

• Review and provide technical input on customer-facing, device-related marketing materials as requested.

Minimum Requirements
Education

• Bachelor's degree in Respiratory Therapy

• Current state license to practice Respiratory Care

• AS or Technical certificate considered with appropriate experience

Experience

• 2+ years of Respiratory Therapy experience in NICU or critical care settings (e.g., PICU, MICU, SICU, CCU).

• Familiarity with medical devices used in critical care, including mechanical ventilation and patient monitoring.

• Experience in device training or education is a plus.

• Strong understanding of technical information and adherence to quality and GDP practices.

• Excellent communication, interpersonal, and customer service skills.

• Ability to handle difficult customer interactions with professionalism.

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook) and web navigation.

• Highly organized with the ability to manage multiple tasks independently and prioritize effectively.

• Self-starter with strong problem-solving skills and attention to detail.

• Comfortable working under pressure and in a team or matrixed environment.

• Customer-focused with the ability to interact confidently with internal and international teams

Organizational Relationship/Scope:
This remote position reports to the Product Support Manager or their designee within the Quality Department. The Product Support Technician will primarily support the internal Product Support and Customer Care teams by providing point-of-care telephone assistance.

Working Conditions:
This position is a part time remote position (20 hours max) for after business hours, weekends and holidays coverage with flexible scheduling. This is a field-based position fulfilled from home and responsible for ensuring all phone calls are answered regardless of location or time during their assigned shift.

You must be available to workat least 3 days a week (1 can be a weekend) forthe following: East Coast hours: 5p-10p M-F; Weekends: 7a-7p.

The pay range for this position in New Jersey is $26 - $34 an hour, however pay offered may vary depending on job-related knowledge, skills, experience, education, and accreditations. A full range of medical, financial, and other benefits are provided as part of the compensation package. This information is provided per the New Jersey Equal Pay Act. Base pay information is based on market location. Application should apply via Mallinckrodt's internal or external careers site.