[Hiring] Specialist, Product Technical Support @BD

Role Description

This remote based position must be within Pacific Standard Time (PST) or Mountain Standard Time (MST) zones to ensure effective collaboration with cross-functional teams.

• Assess complex product malfunctions by analyzing incident platform parameters in critical care settings, procedures performed, and product usage.
• Diagnose and intake complex product issues using clinical expertise and APM product knowledge, serving as a primary point of contact for USA and occasionally global affiliates and medical professionals.
• Advise internal stakeholders (e.g., Sales Representatives) and external customers on product differentiation and specifications, and guide customers through the setup of various product interfacing Platforms.
• Accurately document detailed call intake information in the JDE Enterprise Resource System.
• Follow up with customers to obtain additional information or confirm product receipt for service.
• Collaborate with internal departments (e.g., R&D, Operations, Service, Quality) to resolve customer issues and assist in investigations.
• Assess and communicate financial charges related to service activities, including possibility of service contracts where applicable, and follow up with customers for purchase order or credit card information to process service orders.
• Generate appropriate transactions (e.g., equipment replacements, loaners, purchase orders, install base updates) within the JDE Enterprise Resource System.
• Provide and coordinate return shipment information to customers.
• Other duties as assigned.

Qualifications

• High school degree required.
• Minimum 3 years of experience in a clinical, healthcare, or related environment, with hands-on involvement in supporting, operating, or troubleshooting medical devices.
• This may include roles such as Registered Nurse (RN), Anesthesia Technician, Biomedical Technician, or similar positions.

Requirements

• Proven proficiency with Microsoft Office Suite including Word, PowerPoint, Access, Excel, Outlook and Teams.
• Strong written and verbal communication skills with the ability to build effective interpersonal relationships and interact effectively across all organizational levels.
• Excellent problem-solving, organizational, analytical, and critical thinking abilities, with strong attention to detail and accuracy in all tasks.
• Skilled at managing competing priorities in a fast-paced environment.
• Collaborative team player with experience working on cross-functional projects.
• Proven ability to build and maintain productive internal and external working relationships.
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.

Benefits

• Comprehensive Total Rewards program.
• Competitive package of compensation and benefits programs.
• Reward and recognition opportunities that promote a performance-based culture.

Work Environment

• Must be able to travel for one (1) week or more as needed to attend APM product and clinical trainings within the first six (6) months of employment and periodically thereafter as needed, in Irvine California (or other location as defined).
• Must demonstrate flexibility to work rotational schedules every 5-weeks.