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Branch Medical Group · 22 hours ago

Technical Support Specialist

Pennsylvania - Collegeville

Full-time

Onsite

Entry Level

1+ years exp

Globus Medical is a company focused on delivering innovative solutions for patients with musculoskeletal disorders. The Technical Support Specialist plays a critical role in ensuring excellent customer service by troubleshooting and resolving issues related to active implantable medical devices through effective communication with patients and healthcare providers.

Health CareManufacturingMedicalMedical Device

Responsibilities

Answer phone calls from customers and patients, reply to emails from customers, patients and sales reps and document issues generated from company’s social media sites

Provide technical or clinical information to patients, doctors, and our field representatives with appropriate technical information to resolve product or procedural inquiries

Responds to situations where the first line of support has failed to resolve customer hardware and software issues

Use a combination of procedures and sound judgement to ensure that all inputs from all sources are evaluated for potential product complaints

Initiate all complaints in a timely and compliant manner as per process requirements

Conduct Good Faith Effort to follow-up on complaints as required

Help processing and closing complaints as needed or requested

Thoroughly document all information in various systems and ensure that all pertinent data is gather for efficient and thorough processing of product issues

Co-ordinate with other departments to help with information and data gathering from patients and customers

Documents all contacts via an approved tracking system per internal, FDA and ISO requirements

Maintain proper individual and team metrics to monitor and participate in projects to improve existing processes

Refine existing procedures or processes to include new knowledge from the field

Able to analyze and evaluate technologically complex devices

Provide on call coverage after hours routinely

Participate in departmental projects as assigned

Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies

Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role

Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties

Qualification

Technical backgroundCustomer service experienceProblem-solving skillsFDA regulationsComputer skillsBiomedical engineering knowledgeMulti-tasking skillsMedical devicesWritten communicationVerbal communicationOrganizational skills