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Medical device manufacturers outsource first-level technical support to Magellan Solutions so their engineering and field service teams stop absorbing setup questions and error-code calls. Our Philippines-based specialists train on your device documentation and work inside your CRM and ticketing platform, handling troubleshooting, installation support, and service requests across voice, chat, email, and web — and escalating to your team on your rules, not ours.

Medical Device Technical Support Outsourcing

At a Glance

Best For Medical device manufacturers, diagnostic equipment companies, medical technology providers, durable medical equipment companies, healthcare technology companies, and distributors.
Core Support Device troubleshooting, product setup assistance, technical inquiries, error-code guidance, maintenance questions, warranty support, service requests, replacement inquiries, installation assistance, and technical escalation
Channels Inbound & outbound voice, live chat, email, web support, SMS/text, and customer support portals
Delivery Philippines-based technical support specialists trained around your device documentation, troubleshooting procedures, CRM, ticketing systems, knowledge bases, and service workflows
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1-800-371-6224

When a Device Issue Can't Wait for the Next Available Technician

A medical device question can come from a hospital technician trying to resolve an error, a clinician who needs help configuring equipment, or a customer trying to determine whether a device requires service. Delayed answers can interrupt workflows, increase service requests, and create unnecessary pressure on technical teams. A dedicated technical support  operation gives customers a knowledgeable first point of contact. Magellan Solutions helps medical device companies handle initial troubleshooting, product questions, service requests, and technical escalations while ensuring issues that require specialized expertise reach the appropriate technical team.

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Our Medical Device Technical Support Services

Medical device customers need support that goes beyond basic customer service. Our specialists follow device-specific documentation, troubleshooting procedures, knowledge bases, and escalation protocols to help users resolve common issues and route complex technical problems appropriately.

Device Troubleshooting & Technical Assistance

First-level troubleshooting against your approved procedures for common faults, system alerts, and operating issues. Anything outside the script routes to your engineering team with the diagnostic detail already captured.

Installation & Setup Support

Guided setup, configuration, connectivity, and software installation walkthroughs for new deployments. Getting the device working on the first call is what keeps an avoidable field service visit off your schedule.

Error Code & Diagnostic Support

First-level troubleshooting against your approved procedures for common faults, system alerts, and operating issues. Anything outside the script routes to your engineering team with the diagnostic detail already captured.

Warranty, Repair & Service Coordination

Repair requests, replacement parts, warranty verification, and field service scheduling, logged as tickets in your service management system. Customers get a confirmed next step instead of a callback promise.

Complaint Intake & Adverse Event Escalation

Frontline capture of reported malfunctions and patient-harm reports against your complaint handling SOP, with defined escalation timelines. Agents record and route — your regulatory team makes every reportability decision.

Works Inside Your Existing Technical Support Environment

No disconnected tickets. No information lost between customer service and technical teams.

Our specialists work within your existing CRM, ticketing platform, knowledge base, service management system, and technical documentation. They follow your device-specific troubleshooting procedures, escalation rules, warranty policies, and service-level requirements.

 

Every interaction can be documented with the relevant device information, issue description, troubleshooting steps performed, and escalation details so your technical team has the context it needs when deeper intervention is required.

CRM

Ticketing Platform

service management

knowledge base

communication platform

Why Medical Device Companies Outsource Technical Support

Medical device manufacturers and technology providers need responsive customer support while their internal engineering and technical teams focus on complex issues, product development, and field service. Outsourcing creates an additional layer of technical support that can absorb routine inquiries and provide structured assistance at scale.

Cost Reduction

Philippine delivery runs 40–60% below onshore for the same coverage. Routine setup and error-code calls stop consuming engineer hours you are paying a premium for.

Omnichannel by Default

Customers can request assistance through phone, live chat, email, web forms, and other supported channels. Connecting these interactions gives customers multiple ways to reach support while keeping technical information organized within your established workflow.

Faster First-Level Resolution

Provide customers with immediate assistance for common device questions, setup issues, error messages, and basic troubleshooting. Resolving appropriate issues at the first level helps reduce unnecessary escalations to engineering and field service teams.

After-Hours and Weekend Coverage

Devices do not fail on a schedule. Coverage can be built for evenings, weekends, holidays, or 24/7, sized to your actual call pattern rather than a standard shift.

Device-Trained Agents

Our specialists train around your product documentation, troubleshooting guides, knowledge base, terminology, and escalation procedures. This allows them to provide consistent medical device support while staying within the boundaries of approved technical guidance.

Compliance and Data Security, Built In

Medical device support may involve customer information, device identifiers, service records, technical documentation, and information associated with healthcare organizations or clinical environments. Magellan Solutions operates under documented security, confidentiality, and business-continuity practices designed to protect information handled by our teams.

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Certified Standards

Magellan holds ISO 27001, PCI-DSS, and HIPAA certifications — the recognized benchmarks for information security, payment data, and protected health information. See our certifications.

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Controlled Data Access

Network and IT infrastructure sits in secured, IT-only locations. Workstations and servers are password-protected across access levels, and physical data-entry points are disabled to prevent unauthorized transfer.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment — subject to Philippine law and prosecutable on breach. Access to your data is limited to the team working your account.

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Continuity You Can Count On

Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so patient support doesn't stop when circumstances change.

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    Who We Support

    Diagnostic Equipment Manufacturers

    Patient Monitoring Companies

    Medical Imaging Equipment

    Laboratory Equipment

    Surgical Device Manufacturers

    Durable Medical Equipment

    Medical Technology Companies

    Healthcare Equipment Distributors

    Don't see your device category? Our technical support workflows can be customized around your product documentation, troubleshooting procedures, service model, and customer support requirements.

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    FAQ
    What does medical device technical support cover?
    Medical device technical support can cover product questions, device setup, troubleshooting, error-code assistance, connectivity issues, maintenance inquiries, warranty questions, repair requests, and technical escalation.
    Can your agents troubleshoot medical devices?
    Our specialists perform approved first-level troubleshooting using your documented procedures and escalate anything outside them to your engineering team.
    Can you support multiple medical device products?
    Teams can be trained across multiple devices and product lines, each with its own documentation set and troubleshooting path. Agents identify the product at the start of the call and follow the procedures that belong to it.
    Can you handle repair and service requests?
    Specialists gather the device and customer details, create the service ticket in your system, check warranty status, and coordinate the next step with your repair or field service team. The customer ends the call with a scheduled action rather than a callback promise.
    Can you provide support outside regular business hours?
    Coverage is built around your requirements — extended hours, weekends, holidays, or 24/7. The time zone difference works in your favour: Philippine daytime shifts cover North American and European nights with agents on a normal working schedule.
    Do we have to change our systems?
    No. Specialists work inside your existing CRM, ticketing platform, knowledge base, and service management system. Magellan is platform-agnostic — there is no Magellan tool your customers or your team need to adopt.
    What happens when a caller reports a device malfunction or patient harm?
    Agents follow your complaint handling SOP. The report is captured against your required fields, logged in your system, and escalated to your regulatory or quality team within the timeline you set. Magellan agents do not make reportability determinations — that decision stays with your team.

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      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724