Sr Technical Product Specialist - Intellectual Prop Cardiac Imag

Cedars-Sinai

18h

About The Position

The Senior Technical Product Specialist supports the global distribution of Quantitative Diagnostic Software (QUAD) software products and drives ongoing business through end-user training and support for all software products developed by QUAD, an FDA-registered and ISO-certified medical device manufacturer. This role also supports the direct distribution of QUAD software in other areas such as assistance with regulatory documentation and marketing-related projects. The specialist oversees technical support requests, provides complex technical support to end users, develops and executes in-depth application training, and ensures appropriate execution of large-scale software deployments.

Responsibilities

Provides day-to day technical support and maintains effective follow up with all U.S. and global end users, including physicians and technologists.
Oversees support request ticketing system and triages routine requests to support team to ensure all customer support requests are addressed in a timely manner.
Responds to escalated technical issues and solves complex requests and customer technical issues focusing on root cause analysis and identifying sustainable technical solutions.
Develops and executes in-depth, complex application training for end-users through classes, training sessions, educational programs, webinars or other means.
Incorporates different implementation methods as appropriate with consideration of audience training needs.
Oversees and ensures proper execution and implementation of large-scale direct sales software deployments.
Provides mentoring to other staff related to technical support processes and procedures
Oversees efficient sales operations (e.g. creating sales estimates, invoicing, customer documentation) in collaboration with product and operations team members.
Collaborates with product management team to provide content for marketing materials and assist with marketing efforts based on business needs.
Updates and maintains all training materials/programs based on business requirements and needs assessment.
Provides post-training reports, regular feedback and recommendations from end-users to QUAD software development and product management team.
Provides assistance with regulatory and software testing documentation.
Performs software testing and validation.
Writes and maintains knowledge base/articles for advanced installation, customization and troubleshooting.
Maintains current knowledge of competitors’ products and industry trends to support product positioning and feature development.
Maintains compliance with regulatory system (including training requirements) and understands role in the Quality Management System and achievement of quality objectives.