Product Technical Support Specialist

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $73.4k - $117.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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BD

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1897

🏥 Healthcare

🏭 Manufacturing

⚕️ Healthcare Insurance

💰 $24M Grant on 2020-07

Healthcare • Manufacturing • Healthcare Insurance

BD (Becton, Dickinson and Company) is a global medical technology company dedicated to advancing the world of health. It focuses on developing innovative technologies, services, and solutions to improve safety and efficiency in healthcare. BD offers a wide range of products including medication management solutions, surgical solutions, cervical cancer screening, drug delivery systems, and laboratory services. The company is also involved in infection risk management and provides advanced clinical insights to enhance patient outcomes. With a commitment to global health sustainability and social investing, BD is a leader in healthcare technology and services worldwide.

📋 Description

• Assess complex product malfunctions by analyzing incident platform parameters, procedures performed, and product usage in critical care settings • Diagnose and intake complex product issues using clinical expertise and APM product knowledge • Serve as a primary point of contact for USA and occasionally global affiliates and medical professionals • Advise Sales Representatives and external customers on product differentiation and specifications • Guide customers through setup of product interfacing platforms • Document detailed call intake information in the JDE Enterprise Resource System • Follow up with customers to obtain additional information or confirm product receipt for service • Collaborate with R&D, Operations, Service, and Quality to resolve customer issues and assist in investigations • Assess and communicate financial charges related to service activities • Follow up with customers for purchase order or credit card information to process service orders • Generate equipment replacements, loaners, purchase orders, and install base updates in JDE • Provide and coordinate return shipment information to customers • Perform other duties as assigned

🎯 Requirements

• High school degree required • Minimum 3 years of experience in a clinical, healthcare, or related environment • Hands-on experience supporting, operating, or troubleshooting medical devices • Proven proficiency with Microsoft Office Suite, including Word, PowerPoint, Access, Excel, Outlook, and Teams • Strong written and verbal communication skills • Problem-solving, organizational, analytical, and critical thinking abilities • Strong attention to detail and accuracy • Ability to manage competing priorities in a fast-paced environment • Experience working on cross-functional projects • Ability to build and maintain productive internal and external working relationships • Ability to adhere to company rules, pandemic protocols, and Environmental Health & Safety rules • Must be within Pacific Standard Time (PST) or Mountain Standard Time (MST) zones • Ability to travel for one week or more as needed for product and clinical trainings within the first six months and periodically thereafter • Flexibility to work rotational schedules every 5 weeks • Associate or bachelor’s degree in a healthcare-related field preferred • Bedside experience with APM products preferred • Working knowledge of APM policies, procedures, and guidelines related to technical products preferred • Understanding of product usage and clinical environments in critical care settings preferred • Moderate knowledge of electronic medical systems (EMR) preferred • Bilingual Spanish preferred (read, write and speak)

🏖️ Benefits

• Comprehensive Total Rewards program • Reward and recognition opportunities • Competitive compensation and benefits programs • Learning, growth and development opportunities • Workplace flexibility and work-life balance • Face-to-face collaboration and culture supporting learning, progress, and success • COVID-19 vaccination accommodation consideration pursuant to applicable law