Technical Support Specialist

Globus Medical•Collegeville, PA

About The Position

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. Nevro (A subsidiary of Globus Medical) is a global medical device company . We are focused on delivering comprehensive, life-changing solutions that continue to set the standard for enduring patient outcomes in chronic pain treatment. The company started with a simple mission to help more patients suffering from debilitating pain and developed its proprietary 10 kHz Therapy, an evidence-based, non-pharmacologic innovation that has impacted the lives of more than 100,000 patients globally. Nevro’s comprehensive HFX™ spinal cord stimulation (SCS) platform includes a Senza SCS system and support services for the treatment of chronic trunk and limb pain and painful diabetic neuropathy. Senza®, Senza II®, Senza Omnia™, and Senza HFX iQ™ are the only SCS systems that deliver Nevro's proprietary 10 kHz Therapy. HFX iQ, Nevro’s latest innovation, is the first and only SCS System that uses Artificial Intelligence to optimize and maintain pain relief using each patient's response1.Nevro’s unique support services provide every patient with an HFX Coach™ throughout their pain relief journey and every physician with HFX Cloud™ insights for enhanced patient and practice management. Position Summary: Great Customer Experience is one of the keys to Nevro’s success. The Technical Support Specialist is one of the few roles in Nevro that has a direct customer touchpoint to resolve product and therapy questions or issues. This role is critical to ensure that the customer is served as best as we can to ensure that our product and therapy continues to deliver much needed relief to our customers. The position requires good listening, verbal and written communication skills to accurately present technical information to our non-technical customers. Good organizational and multi-tasking skills is a must to succeed in this high paced environment. Successful candidates will need to have a good technical background with good problem-solving skills. The primary responsibility will be to troubleshoot and resolve active implantable medical devices issues by means of communication with the patients, doctors and field representatives, and simultaneously document the communication in approved system.

Requirements

BS degree in any scientific, technical or medical field
1+ years of working experience in a fast-paced customer service environment
BS preferred in a technical field preferably in biomedical engineering, electrical engineering or information technology
Knowledge of FDA regulations with respect to complaint handling a plus.
Strong computer skills (hardware, software and networking)
Basic working knowledge of Microsoft word, outlook and excel.
Basic knowledge of interacting with ERP or other Database software.
Needs demonstrated written and verbal communication.
Experience with class III medical devices preferred.
Prior experience in complaint handling for medical devices a plus
Required to sit; climb or balance; and stoop, kneel, crouch or crawl
Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
Required to possess specific visons abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus

Responsibilities

Answer phone calls from customers and patients, reply to emails from customers, patients and sales reps and document issues generated from company’s social media sites.
Provide technical or clinical information to patients, doctors, and our field representatives with appropriate technical information to resolve product or procedural inquiries.
Responds to situations where the first line of support has failed to resolve customer hardware and software issues.
Use a combination of procedures and sound judgement to ensure that all inputs from all sources are evaluated for potential product complaints.
Initiate all complaints in a timely and compliant manner as per process requirements.
Conduct Good Faith Effort to follow-up on complaints as required.
Help processing and closing complaints as needed or requested.
Thoroughly document all information in various systems and ensure that all pertinent data is gather for efficient and thorough processing of product issues.
Co-ordinate with other departments to help with information and data gathering from patients and customers.
Documents all contacts via an approved tracking system per internal, FDA and ISO requirements.
Maintain proper individual and team metrics to monitor and participate in projects to improve existing processes.
Refine existing procedures or processes to include new knowledge from the field.
Able to analyze and evaluate technologically complex devices.
Provide on call coverage after hours routinely.
Participate in departmental projects as assigned.
Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.
Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role
Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.