Work Flexibility: Remote or Hybrid or OnsiteWho we Want: Collaborative partners.
People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practicesAnalytical problem solvers.
People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.Goal-oriented: Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.
Detail-oriented process improvers.
Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.Dedicated achievers.
People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.What you will do:The BluePrint and Prophecy platforms allow a surgeon to use 3D reconstructions made from a patient's CT scan imagery to plan and order patient specific items that assist in the operating room for complex cases.
These are provided under the prescription of the overseeing physician in accordance with all applicable laws and regulations for single patient use.
This position would require coordinating the processing and delivery of these patient specific items with our manufacturing and sales teams in the US.
With quick turnaround times between items being ordered and the surgery date, this coordination requires handling multiple tasks simultaneously with high attention to detail.
This position will also provide technical support and account assistance for the application aspects of the platforms to our user base which includes, but is not limited to, surgeons, OR staff, clinical staff, distributors, and the sales forceQualifications & experience:Work with new users to register and set up accounts on the platform.Assisting in software installation and troubleshooting issuesManage the workflow process of patient specific items to our manufacturing teamsAssist in correlating account data between different internal systemsSupport project improvement tasks specific to improve current state functions with internal departments and external vendors.Document relevant information and ensure that the customer is communicated with in a timely mannerProvide feedback to Engineering for improving product quality and reliabilityResolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliabilityEnsure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issuesAssist in setting up deliveries of finished product to the fieldPromptly providing ETA and tracking information for patient specific itemsProactively reaching out to customers when there are delaysManaging incoming emails and phone calls that require supportMaintain confidentiality regarding proprietary, sales, confidential company information, and patient data.Learn procedures, policies, processes, systems, and technology required.Work on problems in limited scope; purposefully learn while gaining experience.Demonstrate ownership and integrity of work.Build stable relationships.Contribute to the project as a team member.Education & special trainings:Ability to keep track of multiple work processes while responding to support requestsShowing close attention to detailExcellent business communications skills; professional writing, team interaction, including extensive communication via telephone, email, and web conferences.Ability to manage multiple projects while adhering to deadlines with minimal supervisionUnderstanding of patient specific instrumentationProficient in Microsoft OfficeExperience with Excel functions and macrosExperience with Customer Support (Technical support preferred)Associates degree or equivalent2+ years of experience in a customer technical support role preferredSpoken and Written Spanish/English Language Proficiency (C1)Travel Percentage: 10%
