Product Technical Support Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Evaluate intricate product issues by examining incident platform metrics, actions taken, and product application in critical care environments.

• Identify and intake complex product concerns utilizing clinical expertise and APM product knowledge.

• Act as the main point of contact for U.S. and occasionally global affiliates and healthcare professionals.

• Provide guidance to Sales Representatives and external clients regarding product distinctions and specifications.

• Assist customers with the configuration of product interfacing platforms.

• Record comprehensive call intake details in the JDE Enterprise Resource System.

• Follow up with customers to gather additional information or confirm receipt of products for service.

• Collaborate with R&D, Operations, Service, and Quality teams to address customer concerns and aid in investigations.

• Evaluate and communicate financial implications tied to service-related activities.

• Contact customers for purchase order or credit card details necessary for processing service requests.

• Create equipment replacements, loaners, purchase orders, and install base updates within JDE.

• Provide and coordinate return shipment details to clients.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• High school diploma is mandatory.

• At least 3 years of experience in a clinical, healthcare, or similar setting.

• Practical experience in supporting, operating, or troubleshooting medical devices.

• Demonstrated proficiency with Microsoft Office Suite, including Word, PowerPoint, Access, Excel, Outlook, and Teams.

• Excellent written and verbal communication capabilities.

• Strong problem-solving, organizational, analytical, and critical thinking skills.

• Exceptional attention to detail and precision.

• Ability to prioritize tasks in a fast-paced environment.

• Experience in cross-functional project collaboration.

• Capacity to develop and sustain effective internal and external working relationships.

• Compliance with company regulations, pandemic protocols, and Environmental Health & Safety guidelines is essential.

• Must be located within Pacific Standard Time (PST) or Mountain Standard Time (MST) zones.

• Willingness to travel for a week or more as required for product and clinical training within the first six months and periodically thereafter.

• Flexibility to work on rotational schedules every 5 weeks.

• An associate or bachelor’s degree in a healthcare-related field is preferred.

• Bedside experience with APM products is preferred.

• Familiarity with APM policies, procedures, and guidelines concerning technical products is advantageous.

• Understanding of product usage and clinical settings in critical care is preferred.

• Moderate knowledge of electronic medical records (EMR) systems is preferred.

• Bilingual in Spanish is preferred (reading, writing, and speaking).

🏝️ Benefits

• Comprehensive Total Rewards program.

• Opportunities for rewards and recognition.

• Competitive compensation and benefits packages.

• Opportunities for learning, growth, and development.

• Flexibility in the workplace and a focus on work-life balance.

• Collaborative environment that fosters learning, advancement, and success.

• Consideration for COVID-19 vaccination accommodations in accordance with applicable law.