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About the Role

The Clinical Technology Specialist provides in-field technical problem-solving support to customers and stakeholders, focusing on Persona IQ market implementation. The role aims to exceed customer expectations by providing technical assistance for Mymobility and Persona IQ, ensuring a seamless customer experience and offering a potential career pathway into Account Management.

Responsibilities

• Provide in-field technical problem-solving support to regional customers and stakeholders.
• Support Persona IQ market implementation.
• Assist patients, surgeons, and care team customers with technical support for Mymobility and Persona IQ.
• Handle appointments with care, ask the right questions to enhance customer experience, and provide prompt follow-up.
• Assist care teams in enrolling patients on the mymobility app and assist patients in their homes with downloading the app.
• Support external patient customers in the delivery and use of technology solutions, including installing Base Stations for Persona IQ.
• 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 base stations.
• Proactively identify data connectivity gaps with patients and develop action plans to resolve them.
• Identify post-op data transmission issues and proactively work to identify root cause and resolve them.
• Build relationships, exhibit empathy, and provide solutions for customer needs to drive a positive customer experience.
• Identify and escalate potential customer complaints as necessary to meet regulatory requirements.
• Provide training and education to the sales channel regarding the appropriate use of OR base station and the process of connecting smart implants.
• Attend smart implant implementation processes to understand customer requirements for successful program launches.
• Help update and design more optimized processes for PIQ implementation.

Requirements

• Experience with an Incident Management System is required.
• Demonstrates knowledge and compliance to HIPAA standards as a job requirement.
• Associates Degree required.
• Valid driver’s license with reliable transportation.

Skills

• 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 successfully handle multiple priorities.
• Customer-first and results orientation.
• Good problem-solving and assessment capabilities.
• Independent decision-making.
• Ability to cross-functionally collaborate across Zimmer Biomet business units.
• Accuracy, attention to detail and timely follow through.
• Strong understanding of end-user IT technology.
• Basic understanding of networking technology preferred.

Location

• San Francisco Bay Area

Work Type

• On-site
• Remote
• Customer-facing

Experience Level

• Not specified

Education Level

• Associates Degree
• Bachelor's degree in Kinesiology, Sports Medicine, Physical Therapy, or related field preferred.

Salary/Compensations

• $65,000-70,000 + bonus

Benefits

• Development opportunities
• Robust employee resource groups (ERGs)
• Flexible working environment
• Location specific competitive total rewards
• Wellness incentives
• Culture of recognition and performance awards

About the Company

• Zimmer Biomet is a global medical technology leader with nearly 100 years of experience.
• A patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.
• Committed to providing mobility and renewed life to people around the world.
• Committed to creating an environment where every team member feels included, respected, empowered and recognised.

Equal Opportunity

• EOE/M/F/Vet/Disability