Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Clinical Technology Specialist provides in-field technical problem-solving support to regional customers and stakeholders, specifically supporting Persona IQ market implementation. The role aims to exceed customer expectations by handling appointments with care, enhancing customer experience, and providing prompt follow-up. This position is a vital member of the Persona IQ implementation team, responsible for a seamless customer experience and offers a development path into a Junior Account Manager role over 18 months.

Responsibilities

Problem solve and troubleshoot for Persona IQ adoption issues.
Assist care teams in enrolling patients on the mymobility app and assist patients in downloading the app.
Support external patient customers and end-users in the delivery and use of technology solutions.
Assist patients with installing the Base Station for Persona IQ, including software installation on a home laptop and connecting to WiFi.
Provide in-field support for the sales team on PIQ related issues.
Support in remote linking of CTEs.
Assist the sales team in replacing malfunctioning equipment and troubleshoot issues with OR laptops and OR base stations.
Provide Level 1 support to patient customers to ensure incidents are appropriately resolved or escalated.
Identify post-op data transmission issues and proactively work to identify root cause and resolve them.
Work outside of normal US business hours to interact real-time with customers.
Help drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions.
Identify and escalate potential customer complaints as necessary to meet regulatory requirements.
Provide training and education to the sales team 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 processes to understand customer requirements for successful program launches.
Help update and design more optimized processes for PIQ implementation.

Requirements

Effective interpersonal and communication skills (written/verbal).
Ability to interact effectively with customers and end-users from different cultures and geographies.
Proven ability to work under pressure and handle multiple priorities while promoting a friendly and engaging work environment.
Customer-first and results orientation; acts with a sense of urgency to resolve customer IT issues and delivers results efficiently.
Experience with an Incident Management System is required.
Good problem-solving and assessment capabilities, while maintaining a positive relationship with the customer.
Independent decision-making required to effectively resolve issues when other staff may not be available.
Ability to cross-functionally collaborate across Zimmer Biomet business units.
Accuracy, attention to detail, and timely follow-through are critical.
Strong understanding of end-user IT technology.
Basic understanding of networking technology preferred.
Demonstrates knowledge and compliance to HIPAA standards.
Valid driver’s license with reliable transportation.

Skills

Technical problem solving
Mymobility support
Persona IQ support
Customer support
IT troubleshooting
Networking technology

Location

Remote
San Francisco Bay Area

Work Type

Remote
Full-time

Experience Level

2-3 years of experience in computer maintenance and support or equivalent combination of education and experience.

Education Level

Associates Degree required
Bachelor’s degree in Information Technology, Science, Engineering or related field preferred
Technical IT certifications preferred

Salary/Compensations

$65,000 - $70,000 base salary
Overtime pay
Bonus opportunity

Benefits

Overtime pay
Bonus opportunity

About the Company

Zimmer Biomet is a global medical technology leader.
Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world.