Clinical/Technical Specialist

JOB DESCRIPTION:

The Clinical Specialist will provide pre-sales customer support including installation, licensing, and training needs as part of a pivotal study of 2^nd generation breast navigation device. Clinical Specialist will provide post sales clinical support and refresher training as needed; maintain communication with customer to ensure satisfaction and utilization; provide customer feedback to the management team; assist customers with reimbursement documentation. You will work in a team environment on clinical trials accurately documenting and performing measurements on excised tissue.

*Must be able and willing to travel as business dictates.

RESPONSIBILITIES:

• Work as part of a team with one person collecting and completing FDA forms and the second person will be handling a tissue specimen and taking measurements.  Accuracy is key on the forms.
• Provide on-site application support:
  • Pre and post sales process
  • Identify and schedule follow up training
  • Participates with Clinical Trial collecting data and performing measurements on excised tissue in Operating Room
• Provide customer support:
  • Relay and resolve customer issues in a timely manner
  • Ensure customer satisfaction is maintained
  • Escalate any problems to management as needed
  • Provide feedback/customer suggestions to management
  • Assist customers with resolving insurance reimbursement matters
• Promote continuous improvement:
  • Interact with Sales, Marketing and Service Management to continually evaluate and improve the product support solutions
  • Consistent communication with customers to enhance product experience

REQUIREMENTS:

• Bachelor’s degree
• Comfortable within the operating room, 3-5 years of experience in OR environment.
• Prior customer relations experience
• Competent with computers, working with PDF files, taking photos and uploading to email along with zipping large files to send via email
• Competent with Microsoft Office Suite: Word, Outlook, Excel, PowerPoint
• Provide on-site application support
• Provide customer support
• Promote continuous improvement
• Must have a reliable car to drive to and from In-service locations if local assignment, or able to travel as needed
• Will need to arrive at the site approximately 45 minutes before scheduled case to prepare equipment as well as change into scrub attire
• Must have flexible schedule to meet case coverage needs. Will have advance notice of need.
• Must be able to pay for expenses and submit receipts for reimbursement