Hadeel Alarqan
Summary
Results-driven clinical and technical professional with proven success in enhancing service adoption and operational efficiency. Expertise in managing vendor contracts and collaborating across functions to align service strategies with customer insights, ensuring high satisfaction and retention in fast-paced healthcare environments.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer
Masimo
06.2023 - Current
- Manage end-to-end customer escalations, ensuring timely follow-up, quality issue resolution, and high customer satisfaction to drive service retention and loyalty.
- Provided technical support and training to hospitals and internal teams, enhancing brand presence and increasing service adoption.
- Collaborate with clinical staff and cross-functional teams to address equipment and service requirements, enhancing operational reliability and supporting commercial execution across sales channels.
- Partnered with global sales, technical service, and quality teams to understand customer needs, conducted competitor analysis on service pricing, and translated insights into actionable recommendations for service portfolio strategy and growth.
Clinical Tech/ Clinical Research Coordinator II
Masimo
Irvine, California
01.2022 - 2023
- Managed daily operations of clinical laboratory and collaborated with major vendors (Radiometer, Beckman Coulter, Philips, Thermo Fisher, Thornhill, Siemens) on service contracts, optimizing costs and ensuring equipment uptime.
- Monitored vendor performance and service needs to identify efficiency improvements and inform service portfolio strategies.
- Streamlined processes through clear communication, strong documentation, and accurate record-keeping for audits and regulatory compliance.
- Resolved complex technical issues to minimize downtime while delivering training and support to laboratory staff.
Consumer Customer Support Specialist
Masimo
Irvine, California
06.2020 - 2021
- Delivered pre-sales, e-commerce, and post-sales support, analyzing customer needs to recommend enhancements that increased service adoption and retention.
- Maintained accurate customer records and conducted proactive follow-up, enhancing customer experience and fostering loyalty.
- Developed and maintained troubleshooting knowledge base and documentation utilized by sales and customer support teams.
Sales and Marketing Rep
TriStar Aesthetic Technologies
02.2015 - 04.2020
- Developed value propositions and cost-benefit analyses for non-surgical medical services, enhancing customer acquisition and retention.
- Built strong relationships with clients and channel partners through direct engagement, feedback collection, and market trend reporting.
- Coordinated sales efforts and prepared reports on customer needs and competitive dynamics, supporting marketing initiatives for increased service adoption.
Education
Bachelor of Science - Health Science, Health Promotion and Disease Prevention
California State University
Fullerton05-2019
Associate in Science - Public Health Science, Biology, Mathematics, Chemistry, Physical Science
Citrus College
Glendora, CA02-2017
Skills
- Technical Troubleshooting
- Data analysis reporting
- Cross-functional collaboration
- Customer insights analysis
- Portfolio strategy support
- Contract management
- Marketing materials development
Accomplishments
- Delivered $35K in annual cost savings through lifecycle management of lab equipment, including retirement of non-essential assets and reduction of service and reagent expenses.
- Diagnosed and escalated high-risk product issues for Masimo monitoring devices, supporting recall prevention efforts and maintaining compliance with quality standards.
- Performed proactive troubleshooting, failure trend analysis, and engineering escalations that reduced repeat service events by 20%+ and improved equipment uptime.
Timeline
Technical Support Engineer
Masimo
06.2023 - Current
Clinical Tech/ Clinical Research Coordinator II
Masimo
01.2022 - 2023
Consumer Customer Support Specialist
Masimo
06.2020 - 2021
Sales and Marketing Rep
TriStar Aesthetic Technologies
02.2015 - 04.2020
Bachelor of Science - Health Science, Health Promotion and Disease Prevention
California State University
Associate in Science - Public Health Science, Biology, Mathematics, Chemistry, Physical Science
Citrus College