Clinical Technical Support Specialist

As a Clinical Technical Support Specialist, you have an opportunity to showcase your ability to take on difficult challenges and find creative solutions. Using your breast health experience and knowledge, you will provide troubleshooting advice to our customers so that they can best use our products and provide uninterrupted care to their patients. We are seeking a highly motivated individual who can think on their feet, learn quickly, and guide others how to use our products efficiently and effectively. If you enjoy helping people, solving problems, learning new things, and explaining how things work, this may be the role for you.

Location: This is a remote position and we are looking for 2 people; 1 to cover the West Coast and 1 to cover the East Coast.

ESSENTIAL FUNCTIONS (ACCOUNTABILITIES/RESPONSIBILITIES)

RESPONSIBILITIES

• Follows designated Standard Work and best practices.
• Participates in product training to maintain/advance knowledge and expertise on new products.
• Fields and logs customer and/or Sales Representative inquiries regarding capital and disposable product and/or procedure issues, questions and complaints.
• Ensures confidentiality of patient and customer information, as well as confidential and proprietary information, during all customer interactions.
• Participates in defining root cause issues and recommending countermeasures to improve customer experience.
• Assesses the type of support required and provides customer support in the most expeditious manner possible to resolve customer issues and questions on first contact where possible.
• Provides clear and concise telephonic care support, especially during urgent patient care matters.
• Captures critical call information within customer relationship management tool (SFDC) and escalates issues as necessary.
• Conducts virtual meetings with customer to provide hands on demonstration of product care, troubleshooting and use.
• Provides written/verbal feedback to assist with the development or enhancement of products, product education, user guides, procedures, and technical manuals.

• Positive attitude and ability to drive change and continuous improvement.
• The Specialist needs to have the ability to work independently and use independent judgement to solve problems and obtain results.
• Required Critical Success Factors:
• Excellent communication skills, both written and verbal.
• The Clinical Technical Support Specialist needs to have the ability to use analytical and problem solving skills to troubleshoot for medical device equipment.
• REQUIRED: Proficient in typing and computer software tools including Microsoft Office applications (Excel, Word, PowerPoint, Outlook, etc.)
• Strong team spirit with ability to multi-task, remain well organized and calm in spite of multiple distractions and demands.
• Exceptional interpersonal skills and ability to exhibit confidence to gain trust and build rapport with teams (primarily Sales Representatives, physicians and clinicians) quickly.
• REQUIRED: The capacity to plan, organize, & complete projects on time. Excellent project management skills and ability to juggle multiple responsibilities and deadlines.
• Team player who can work well across a global organization.

REQUIRED SKILLS/EXPERIENCE

• 3-5 years of clinical experience in breast cancer diagnostics and/or treatment. Will consider other clinical experience.

DESIRED SKILLS/EXPERIENCE

• Experience performing breast procedures (stereotactic biopsy, ultrasound guided biopsy, localization, surgery, etc.) is desirable. Will consider other medical experience.

EDUCATION

• BS/BA degree in nursing or other clinical or technical field (RT/ARDMS) or equivalent experience required

TRAVEL:

• Typical work-related travel assignments range 1-3 days, and as such overnight, out-of-town stays are required.
• Must be able to travel up to 10% of the time; both domestic and international travel is required.

PHYSICAL DEMANDS & WORKING ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee is occasionally required to walk, sit, stand, use hand to finger, handle or feel objects, tools, or controls; reach with hands and arms; balance, stoop, bend, talk and hear.

• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee must occasionally lift and/or move up to 20 pounds.

Work environment: While performing the duties of this job, work will be completed in a remote model. Associate may live anywhere within continental US with an understanding that travel to Cincinnati, OH may be required with reasonable notice.

• Must have proper/safe storage available for Mammotome products that you will be in possession of for product demonstration purposes.

• May be requested to work overtime and weekends for special program events

This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department or unit. This job description may be changed at any time.

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.