Tru-D Support Specialist (TSS) - Atlanta GA

PDI•Atlanta, GA

4d•Onsite

About The Position

The Tru-D Support Specialist (TSS) provides technical support and implementation services for Tru-D customers. The TSS is the primary contact after the point of sale to new and existing Tru-D customers within a geographic area. The TSS is charged with driving the customer’s disinfection program success and building one-on-one relationships with Tru-D operators and managers.

Requirements

Associates or bachelors degree preferred
Must obtain required hospital credentialing as needed
Proficient computer skills including Microsoft Office Suite and basic knowledge of salesforce.com preferred
Customer Service experience required
Knowledge of Healthcare preferred
Technical support preferred
Reliable for efficiency, accuracy and attention to detail.
Strong organizational and interpersonal skills.
Ability to learn quickly and multitask.
Strong analytical and problem-solving skills
Highly motivated with the ability to work independently, multi-task and collaborate effectively in a team environment.
Have a sense of urgency with the ability to prioritize and use critical thinking to make timely decisions.
Mechanical or electrical knowledge preferred
Applicants must be legally authorized to work in the United States without the need for current or future employer-sponsored visa sponsorship.

Responsibilities

Responsible for service of existing devices in support of Tru-D warranty obligations.
Identify, manage, mitigate and escalate service issues(s)
Execute repairs, troubleshooting and upgrades.
Perform annual preventative maintenance service calls.
Provide training to new and existing accounts on Tru-D device operation and use of accompanying software. Training includes initial, retraining, new staff training and shadowing of Tru-D Operators.
Develop and maintain strong relationships with customers to ensure high customer satisfaction and program effectiveness
Act as a point of contact for all customer, product-related inquiries and work collaboratively with each department to address issues that may arise
Monitor client performance with the use of internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs) and reports to drive utilization.
Support quality investigations to determine root cause, assess customer needs and supply solutions to the customer to improve their program.
Support the implementation of new devices with uncrating, inspection, testing and demos
Support sales presentations, demos and trade shows as needed
Maintain accurate records and communication of Tru-D’s customer relationship and needs in Salesforce.com and other Tru-D internal management tools
Maintain service tools and inventory
Daily activity will consist of traveling to multiple hospital facilities within the territory, adjusting travel as needed by customers
Up to 80% of overnight travel may be required
Work schedule may vary to support second and third shift training
Included in rotation for on-call support of our 24-hour hotline