Support Specialist

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Deliver technical support and implementation services for Tru-D clients.

• Act as the main post-sale liaison for both new and existing Tru-D customers within the designated area.

• Propel the success of customer disinfection programs and cultivate relationships with Tru-D operators and managers.

• Service current devices in accordance with Tru-D warranty requirements.

• Identify, manage, mitigate, and escalate service challenges as necessary.

• Execute repairs, troubleshooting, and system upgrades.

• Conduct annual preventive maintenance service visits.

• Train new and existing customers on the operation of Tru-D devices and associated software.

• Provide initial training, retraining, new staff training, and operator-shadowing sessions.

• Build and maintain customer relationships to ensure satisfaction and enhance program effectiveness.

• Address customer and product-related inquiries and collaborate with various departments to resolve issues.

• Monitor client performance through Tru-D software tools, dashboards, KPIs, and reports to optimize utilization.

• Assist in quality investigations, identify root causes, assess customer requirements, and propose solutions.

• Facilitate the implementation of new devices through uncrating, inspection, testing, and demonstrations.

• Provide support for sales presentations, demonstrations, and trade shows as required.

• Keep precise records of customer relationships and needs using Salesforce.com and other internal management tools.

• Maintain service tools and inventory.

• Travel to various hospital facilities within the region and adjust travel plans based on customer requirements.

• Participate in the on-call rotation for the 24-hour hotline.

⛳️ Requirements

• Associate's or Bachelor's degree preferred.

• Must secure required hospital credentialing as necessary.

• Proficient in computer skills, including Microsoft Office Suite.

• Basic knowledge of Salesforce.com is preferred.

• Customer service experience is essential.

• Knowledge of the healthcare sector is preferred.

• Experience in technical support is preferred.

• Reliable, exhibiting efficiency, accuracy, and attention to detail.

• Strong organizational and interpersonal abilities.

• Capacity to learn swiftly and manage multiple tasks.

• Strong analytical and problem-solving skills.

• Highly motivated, capable of working independently, multitasking, and collaborating effectively within a team environment.

• Sense of urgency with the ability to prioritize tasks and utilize critical thinking for timely decision-making.

• Mechanical or electrical knowledge is preferred.

• Legally authorized to work in the United States without current or future employer-sponsored visa sponsorship.

• Required hospital credentialing as necessary.

• Willingness to travel frequently within the territory, including up to 80% overnight travel.

• Capability to support second- and third-shift training and participate in the on-call support rotation.

🏝️ Benefits

• Medical, behavioral, and prescription drug coverage.

• Health Savings Account (HSA).

• Dental coverage.

• Vision coverage.

• 401(k) savings plan with company match and profit sharing.

• Basic and supplemental life and AD&D insurance.

• Flexible Spending Accounts (FSAs).

• Short- and long-term disability coverage.

• Employee Assistance Program (EAP).

• Health Advocacy Program.

• Legal services.

• Critical illness coverage.

• Hospital indemnity coverage.

• Accident coverage.

• Identity theft and fraud protection.

• Pet insurance.

• Employee discounts.

• Sick and safe leave.

• Vacation time.

• Company and floating holidays.

• Paid parental leave.

• Summer hours, depending on the position.

• Flex place/flex time options, depending on the position.

• Bonus opportunities.