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Lead Technical Specialist Biomedix Vascular Solutions
Description: BioMedix is a developer, manufacturer, and worldwide distributor of vascular diagnostic devices and software solutions. BioMedix currently has an immediate, full time opening for a highly motivated, professional Lead Technical Specialist, with good communication and team working skills, and excellent attention to detail, with the ability to multi-task, and follow through. Responsible for interfacing with Customers, Sales, Revenue Cycle and Clinical representatives to handle a variety of pre-sales and post sales technical ,clinical or medical billing related questions. Identify solutions which deliver exceptional software or hardware support which may include supporting Physicians, Medical Office Personnel, testing physicians, vascular specialists reading PADnet tests, hospital technicians and software administrators. Plays a leading role in building and maintaining a high performance and professional customer service support team that positions BioMedix as a leader in the vascular medical industry. Provides training or assistance to less tenured Customer Service Consultants to resolve customer issues or inquiries and/or customers.
Essential Job Functions:
Serves as company liaison with customer on technical, medical billing, clinical, training and administrative matters, providing highly visible technical support to all customers; responsible for responding to inbound calls and emails requesting assistance by customers.
Provide ?on-demand? trouble shooting, diagnostics, acceptance testing and remote training, utilizing professional technical expertise
Advise customers on the proper applications and functions of BioMedix medical devices and software applications; this includes both TRAKnet and PADnet
Ensures appropriate staffing levels to support customer related inbound/outbound calls and emails
Installs TRAKnet or PADnet software and completes data conversions
Conducts remote customer training related to TRAKnet,PADnet and all other BioMedix product lines
Concisely documents customer calls, emails, trainings, inquiries and resolutions into the company support system
Utilizes professional judgment in determining which customer issues require a replacement product be shipped to resolve technical problems
Responsible for playing a key role in supporting the BioMedix Quality System through accurate and timely documentation of customer contacts, independently determining whether a contact is a confirmed complaint and assessing root cause analysis
Responsible for maintaining absolute accuracy of the critical test site id and read site id information in the BioMedix Admin Database
Configure laptops with latest firmware upgrades
Assists in the training of new hires
Assist with month end and year end management reports and analysis
Responds to escalated calls on behalf of the Executive Team
Prepare documentation in support of external and internal Quality audits
Maintains positive communications and interactions with internal and external customers
Assist in developing more effective workflow processes, including paperless filing
Understand the role of the Lead Technical Specialist, as it relates to the policies and procedures of the BioMedix Quality System
Non-Essential Job Functions:
Other duties as assigned
Professional Requirements:
Education: College Degree (Bachelor?s or Associate?s) or equivalent experience technical school certification (programming, networking)
Work Experience: 2-3years previous experience in Technical Customer service role
6 months or more as a BioMedix Sr Technical Service Specialist or one year prior experience as a Lead or Supervisor in a technical support role
Exceptional productivity, quality, attendance as a Technical Service Specialist
Ability to analyze and solve technical and training related issues
Ability to build professional relationships with Customers, Sales, Clinical Technicians and other office personnel
Exceptional verbal and written communication skills
Display attention to detail
Able to maintain strict confidence in customer sensitive information
Must demonstrate a high level of integrity in managing customer relations
Able to work in a team environment, and interact effectively with other groups and departments, clients and partners
Travel:
2%
| Location: | 4215 White Bear Parkway St. Paul, MN 55110 United States |
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Biomedix Vascular Solutions
Investors: MVM Life Science PartnersAll Jobs: at Biomedix Vascular Solutions
| Web Site: | www.biomedix.com |
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| Headquarters: | 4215 White Bear Parkway St. Paul, MN 55110 United States |
| Industry: | Medical Devices and Equipment |
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