Lumibird Medical is a global leader in advanced ophthalmic and medical laser solutions. We are seeking an experienced Technical Support & Training Engineer to join our team and provide world‑class technical support, training, and service solutions to our international distributor and affiliate network.
If you thrive in a role that blends hands‑on technical work, global customer interaction, training delivery, and involvement in new product development—this is an exciting opportunity to make a meaningful impact in the medical device industry
About the Role
In this key position, you will deliver high-quality technical support, ensuring customers and partners receive timely, professional assistance aligned with medical device regulatory and quality standards.
You'll also play a pivotal role in service readiness for new products, supporting the development of technical documentation, procedures, and training materials that enable safe and effective servicing throughout the product lifecycle.
This is a global-facing role with the opportunity to travel and collaborate with teams across Australia, Europe, Asia, and the Americas.
Key Responsibilities
* Deliver timely, effective technical support to internal teams, distributors, and customers worldwide.
* Build strong communication channels with distributors and affiliate service networks.
* Develop and deliver technical training (in-person and remote) to field technicians globally.
* Receive, investigate, and manage customer complaints in line with internal processes.
* Produce technical support procedures, service bulletins, and service documentation.
* Participate in new product development projects, ensuring service requirements are embedded early.
* Conduct serviceability testing for new products or design changes.
* Initiate, validate, and process RMAs and warranty claims.
* Support and guide field service engineers; perform troubleshooting and repairs on returned devices.
* Maintain CRM data integrity and prepare service reports and insights.
* Uphold regulatory, safety, and quality standards across all service activities.
* Represent Lumibird Medical professionally when interacting with customers and partners.
About You
You're a technically strong, customer‑focused problem solver who enjoys working in a global environment and translating complex technical knowledge into accessible guidance.
Essential Experience
* 5+ years' experience in technical support or service engineering for high‑tech equipment (medical preferred).
* Proven ability to diagnose, fault-find, and repair complex electronic systems.
* Experience working with international customers and distributors.
* Demonstrated ability to develop technical documentation.
* Skilled in delivering technical training to diverse technical audiences.
* Participation in New Product Introduction (NPI) from a service readiness perspective.
Skills & Attributes
* Strong commitment to product safety, service quality, and regulatory compliance.
* Excellent written and verbal communication skills.
* Solid understanding of electronics, electro‑optical or medical devices.
* Ability to explain complex concepts clearly and simply.
* Strong problem-solving mindset and ability to manage escalations professionally.
* Experience with CRM/ERP systems and standard business software.
* Highly organised with strong time‑management skills.
* Willingness to travel domestically and internationally for training and support.
Qualifications
* Degree/Certificate in a relevant technical discipline (or equivalent practical experience).
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Why Join Lumibird Medical?
* Work with advanced medical technologies that make a real difference to patient outcomes.
* Be part of an innovative and supportive global organisation.
* Opportunities for international collaboration and travel.
* Professional development across technical, regulatory, and product development domains.
* A role with autonomy, variety, and meaningful impact.