The Technical Support Specialist coordinates activities to provide customers with information and technical support to successfully resolve their issues. Delivers onsite and web-based training on company products for nuclear medicine customers and provides phone and email support between training engagements. Requires travel with up to 75% travel to customer sites.
Responsibilities:
- Plans, schedules, and delivers onsite and web-based training sessions for new and existing customers on company products, features, and clinical workflows.
- Provides phone and email support to customers when not engaged in scheduled training, focusing on customer satisfaction, quality, and efficiency to resolve customer issues.
- Coordinates technical liaison services between management, production department, sales department, and customers regarding company products.
- Facilitates technical liaison services to inform customers of new types, specifications, and end uses of products.
- Administers the installation of company products with customer in a timely fashion.
- Directs investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
- Records, analyzes, and informs concerned personnel of production quality assurance, and sales departments of status and disposition of customer complaints and claims.
- Enters cases in the data system to track customer complaints to include the timeline and the completion of customer repairs and warranty repairs.
- Notifies customer of expiring products before they reach the end of service life and coordinates with sales to provide quotes for replacement products.
Requirements:
- Bachelor’s degree in a related field, or equivalent experience, with at least three years in a medical device company; a background in the nuclear medicine industry is preferred. In lieu of a degree, a minimum of 3 years of experience as a product trainer or in a professional services role will be considered.
- Must possess excellent written and verbal communication and presentation skills, with the ability to deliver engaging onsite and web-based training.
- Ability to read and interpret documents (safety rules, operating and maintenance instructions, procedure manuals, etc.) necessary.
- Familiarity with nuclear medicine workflows and equipment, including clinical applications and industry terminology.
- Strong customer service skills required.
- Must be professional with a pleasant demeanor and the ability to stay calm under pressure to manage difficult or emotional customer situations.
- Responds promptly to customer needs and requests for service/assistance.
- Strives to continuously build product knowledge and skills.
- Proficient in MS Office with working knowledge of database software.
- 75% travel to deliver onsite training and complete installations.
- Will occasionally lift and/or move up to 25 pounds.
