Senior Technical Support Specialist Sotera Wireless
THIS JOB HAS EXPIRED Status: Full-time, exempt
Job Description Summary
The Senior Technical Support Specialist?s main objective is to provide technical support to Sotera?s
external customers by resolving issues regarding system software/hardware and answering routine/
complex questions about product usage.
This position requires a full-time commitment (40+ per week) and requires up to 15%+ of travel time
(100% domestic). The qualified person must have experience in a related field and an educational /
experience background supportive of the job qualifications and responsibilities outlined in this
document. No direct reports initially ? with the potential to become the national manager for Sotera
Specific Job Responsibilities
? Provide multi-media support to customers (Phone, Internet, FAX, Email) for Sotera?s wireless
medical technology/systems in hospitals on a national level
? Insure customer satisfaction by responding to inquiries in a timely manner and coordinating
customer service needs with other departments as required
? Manage clinical evaluation system deployment and return process
? Manage Product Demonstration Kits through asset tracking to sales team
? Utilize automated Customer Case Tracking System to manage all inbound customer complaints
? Diagnose and correct routine technical system issues
? Coordinate problem resolution and escalation process and consult with Level 3 team members
to understand software and hardware errors
? Coordinate and assist customer end-users with updates and upgrades to a live system
? Proactively work with customers to schedule routine preventative maintenance
? Assist in developing continuous process improvement for support tools, troubleshooting
? Act as the ?best-practice champion? for entire support staff
? Team lead as knowledge base publisher for support issues
? Serve as a training/expert resource for new hires in customer service and CRM usage for
? Collaborate and assist R&D in the testing and optimization of product support techniques and
? Conduct post-deployment audits of sites that demonstrate consistent trends in product misuse9444 Waples Street #280, San Diego, CA 92121 Phone: (858) 427-4620
? Communicate to appropriate internal personnel of issues at a particular account
? Other responsibilities as assigned by supervision
? Self-Management - A strong self-starter with work ethic and discipline to provide timely
deliverables without reminders from leadership, staff or customers.
? Teamwork - Strong competency level in collaborative skills especially with Clinical and Technical
personnel internal/external. The ability to effectively demonstrate the correct use and
configuration of the product while correcting errors in execution by the customer. Must be
motivated by a focus on team-based performance.
? Communication - Strong competency level of written and verbal communication skills are
essential for the position. An ability to provide clearly articulated and/or written instructions to
external customers and internal field service technicians.
? Problem solving ? Strong competency to think deductively and determine common root causes
across seemingly unrelated issues and system non-conformances. Strongest troubleshooting
skills in Customer Support.
? Planning and organizing ? Very highly developed ability to plan at the operational and tactical
level. Demonstrated ability to act as a customer advocate by tracking all unresolved product
issues and be mindful of all known workarounds.
? Technology/Industry - Excellent knowledge of the hospital environment and its infrastructure.
Understanding of standards, rules, regulations and guidelines for medical devices (e.g. 80001).
Strong knowledge of product performance in any environment and the known remediation for
non-conformances. Deep knowledge of system diagnostics and strong skill in wireless/wired
networks, servers, hospital IT systems and accessories.
? Customer focus and initiative ? Strong customer advocacy skills. Ability to explain new
technologies and how they affect the end-user?s workforce/workflow. Initiative in adapting
customer service infrastructure to fulfill customer needs. Strong ability to recognize a customer
need and fulfill that need.
? Training ? Recognize Work with the Director of Customer Service to resolve training gaps that
prevent the department from meeting or exceeding key performance metrics.
Key Performance Indicators
? Successful in creating and implementing useful help-desk best-practices on a national level
? Number of timely and accurate Case closures with a focus on 1st call resolution
? Knowledge base entry utilization
? Customer satisfaction feed-back (post-support event feed-back surveys)
? Partner Satisfaction feed-back (3rd party partners surveys)
Quality System Job Responsibilities
? Compliance with workplace policies and procedures for risk identification, risk assessment and
? Active participation in activities associated with the management of workplace health and safety 9444 Waples Street #280, San Diego, CA 92121 Phone: (858) 427-4620
Preferred educational background
? A minimum of a Bachelor?s degree in a science, biomedical engineering and/or other technical
discipline is preferred.
Preferred experiential background
Experience: Technical hands-on support and managing roles in one or more of the following:
? 10+ years Technical support of healthcare facilities for a medical device manufacturer preferably
in the area of patient monitoring
? 10+ years experience in Hospital IT Help Desk management and/or network troubleshooting
position. Wireless troubleshooting a plus with Certified Wireless Technology Specialist (CWTS).
? 5+ years use of automated FDA compliant Case Management Software. Salesforce.com
? Previous 24x7 support experience and flexible for on-call rotation.
? Minimum 8 years PC usage experience and advanced skills levels with, MS WORD, EXCEL,
POWERPOINT, VISIO, PROJECT
Reports to: Customer Service Director
? Customer Service Support Personnel (peers), and Manager and Directors
? Customer Service Clinical/Technical Support staff and their Management
? Deployment Project Managers
? Internal Sales Personnel
? 3rd Party Answering Service
? End user Customers
? 3rd party Distributors and Sales representatives
Decisions made in the position:
? Determine the effectiveness of known solutions for the reported problem and apply
these solutions as required
? Determine severity and complexity of a reported issue and if necessary escalate to the
? Determine the troubleshooting workflow and organize support priorities
? Identify and publish Knowledge base entries
? Determine severity and complexity of a reported issue and escalate to the appropriate
Main internal contacts:
? Customer service (3rd line support)
? Deployment Project Managers
? Engineering9444 Waples Street #280, San Diego, CA 92121 Phone: (858) 427-4620
? Regional Sales managers
? Clinical Support Specialists
Main external contacts:
? Technical customer champion
? Technical mgmt customer: Dir IT / BioMed / CIO / CTO
? Distribution partners
? Deployment partners
Physical Requirements (If any): None
Approved By: Employee Manager
Print Name: Gary Karaszewski, Director Customer Service
Approved By: HR Representative
Print Name: Suzannah Collins, Manager, HR and Admin
Acknowledged By: Employee
Print Name: TBD
||San Diego, CA |
THIS JOB HAS EXPIRED