Clinical Technology Specialist

Zimmer US, Inc.•San Jose, CA

20d•$65,000 - $70,000•Remote

About The Position

The Clinical Technology Specialist provides in-field technical problem-solving support to regional customers and stakeholders. Specifically, the role will support Persona IQ market implementation and will provide assistance to patients, surgeons, care teams, and the sales team by providing technical support for Mymobility and Persona IQ. The role’s aim is to exceed our customer’s expectations by handling appointments with care, asking the right questions to enhance our customer experience, and providing prompt follow-up of recommendations as well as solutions. This role is seen as a vital member of the Persona IQ implementation team responsible for providing a seamless customer experience. This is a perfect opportunity for individuals looking to step into a medical device sales role. We expect the Clinical Technology Specialist to develop into a Junior Account Manager over an 18-month period.

Requirements

Experience with an Incident Managements System is required.
Associates Degree required.
2-3 years of experience in computer maintenance and support or equivalent combination of education and experience.
Valid driver’s license with reliable transportation.

Nice To Haves

Bachelor’s degree in Information Technology, Science, Engineering or related field preferred.
Technical IT certifications preferred.
Experience in customer support preferred.
Formal education or experience with non-English languages and other cultures is highly desirable.
Strong understanding of end-user IT technology; basic understanding of networking technology preferred.

Responsibilities

Problem solve and troubleshoot for Persona IQ adoption issues.
Assist the care teams in enrolling patients on mymobility app; assist patients in downloading the mymobility app.
Support external patient customers / end-users in the delivery and use of technology solutions; Will assist patients with installing Base Station for Persona IQ, which entails walking a patient through installing software on a home laptop and connecting it to their WiFi.
Provide in-field support for our sales team on PIQ related issues as needed (e.g. providing updates to the OR laptops). Support in remote linking of CTEs as needed. Assist the sales team in replacing malfunctioning equipment and troubleshoot any issues with OR laptops and OR base stations.
Provide Level 1 support to patient customers to ensure that incidents are being appropriately resolved or escalated appropriately.
Identify post-op data transmission issues and proactively work to identify root cause and resolve the issues.
Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs.
Identify and escalate potential customer complaints as necessary to meet regulatory requirements.
Provide training and education to the sales regarding the appropriate use of OR base station and the process of connecting smart implants; Ensure the sales team is informed about any technical updates related to the system.
Attend smart implant implementation process to gain a thorough understanding of the customer’s requirements to ensure a successful program launch resulting in high customer satisfaction.
Help update and design more optimized process for PIQ implementation.