What You’ll Work On

• Answers internal and external clinical and technical questions via phone and email.
• Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure.
• Provide feedback to customer or Division personnel involved.
  Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system.
• Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost efficient means for resolution.
• Determines if and when to deploy field service support and/or equipment to customer location.
• Provides clinical applications / software support to customers at the point of care. Assists the customer with clinical / software questions and problems during procedures involving Division capital equipment systems. Records software / application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups.
• Designs, develops, and implements content and materials for Technical Services training programs for employees in the Technical Services department.
• Participates in the technical and clinical training of new employees.
• Updates education programs on a continuous basis.
• Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during support situations and in classroom situations during regularly scheduled classes.
• Documents, updates, and completes all calls in the appropriate call support system.
• Sends repair / replacement parts to customers and creates field service work orders when appropriate.
• Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of Division capital equipment products.
• Support all Company initiatives identified by management and in support of Quality Management Systems (QMS),
• Environmental Management Systems (EMS), and other regulatory requirements.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.
• Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

Required Qualifications

• MUST be a Spanish Bilingual
• Bachelor's preferred.
• 1-2 years exp or Associates with 3-5 exp will work.
• Operational support background (sales/tech support) will work in lieu of medical exp.
• Full training will be provided.