Field Support Product Specialist

South Bay, CA | Perm

Post Date: 10/12/2015 Job ID: 3006 Industry: Consumer Electronics

Position Title: Field Support Product Specialist

 

Employee:

 

Purpose of this Position

(Description): The Field Support Product Specialist, with little to no supervision, installs, troubleshoots, upgrades and performs preventative maintenance on specified Clarity Medical Systems cataract surgery-related products. As a Field Support Specialist, this individual would be closely aligned with the Research and Development and Manufacturing departments to ensure that the products are optimized for and installation, field service, and repair. The Support Specialist would be considered second tier support for both internal and 3-party support personnel, as well as develop documentation related to installing and servicing the products.

 

Reports To: Sr. Director, Technical Services

 

FLSA: Non-Exempt

 

Note: The following primary and secondary responsibilities are meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title.

 

Supervisory Responsibilities: (if applicable) None

 

Essential Duties and Responsibilities:

 

* Install, troubleshoot, upgrade and perform preventative maintenance on specified Clarity Medical Systems cataract surgery-related products.

* Works diligently to be highly respected by customers by demonstrating high level of professionalism and technical competence.

* May represent Technical Services on product task forces or design teams.

* Skilled in dealing with complex and difficult customer issues with minimal assistance or guidance.

* Provide second tier technical support for both internal and 3-party support personnel, as well as develop documentation related to installing and servicing the products.

* Create and refine existing installation and service documentation/processes/procedures for internal and 3rd party resources.

* Timely submittal of on-site status, installation record, and expense reports.

* Document and complete service administration activities in a timely manner in order to comply with ISO, FDA, and Clarity Medical Systems policies.

* Must be self-directed and able to work independently. with limited management oversight.

* Must have excellent verbal and written communication skills.

* Must have strong computer skills.

* Able to manage multiple projects and exhibit excellent time management skills.

* Must be able to obtain sufficient credit to cover incurred business expenses which will be reimbursed upon expense report submission and approval.

* Ability to work cooperatively with others within and across functions and at all levels of the company

* Act in a leadership role (as it relates to the identified product) at trade shows, regional shows, etc.

Experience, Education, Training, and Skills:

 

* Minimum of six (6) years of related experience in Electronics, Fine Mechanics, Optics or medical field service.

* Bachelor’s Degree in Engineering, Computer Technology, Electronics or related fields preferred or equivalent experience.

* Knowledge of ophthalmic anatomy and diseases of the eye.

* Extensive overnight travel (with the ability to travel internationally) is required by automobile and air (including 24 hour notice for onsite repairs).

* Must be able to pass criteria required to acquire hospital vendor credentials (e.g. Vendormate, Reptrax, etc…).

* Ability to travel (in a timely and cost-effective manner) in the US and internationally for training, meetings, exhibit support and coverage outside assigned territory.

* Valid driver’s license and clean driving record.

* Must be able to lift up to 50 pounds.

 

Language & Verbal Skills:

 

Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally. Must be able to produce technical and training documentation. Must have clear, confident oral and presentation skills.

 

Mathematical Skills:

 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume

Ability to apply concepts of basic algebra and geometry.

 

Computer and Software Requirements:

Internet Software, Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Visio and Access). Knowledge of MS Project a plus.

Reasoning Abilities:

Ability to solve practical problems and deal with a variety of instructions furnished in written, oral, diagram, or schedule form.

 

 

 

Other Qualifications:

Must be able to pass criteria required to acquire hospital vendor credentials (e.g. Vendormate, Reptrax, etc...). This mean that the person will need to pass drug, sex offender, and other background checks. To obtain vendor credentials, certain medical tests and/or vaccinations may be required (e.g. TB test, influenza vaccination, etc...).


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