In this role, you will provide customer phone support/instruction on Angiographic Imaging Equipment and Hemodynamic monitoring systems and components. Deliver customer excellence, and represent Client and Clinical Education with professionalism and a focus on delivering a positive customer experience. The candidate will work with the Advanced Therapies and Hemodynamic Education team, the AT Internal Training and Development Specialists, Education and Service Management, and the AT Sales and Service team to promote positive customer relationships, as well as participate and promote internal team integration and networking resulting in a sharing of knowledge and expertise.
To provide Call Center customer support/instruction for clinical applications on Client Hemodynamic monitoring systems and components, utilizing tools that allow for this process to be performed remotely, i.e. phone, remote diagnostics, etc. It is the responsibility of this position to communicate/facilitate relevant information to appropriate Client personnel which relates to product development, sales/service issues and to develop/maintain communication with the modality Headquarter Support Center. Also, provide customer facing applications training, in a consultative role.
--Responsible for providing clinical applications support to customers, clinical service engineers, technical support engineers, and clinical applications specialists for both the US and Global Accounts.
--Responsible for providing telephone, remote, and potential on site applications support for AT and ECS (Electrocardiology system) products.
--Responsible for applications/service issue escalation, reporting of product complaints in accordance with the existing reporting mechanism and processes.
--Facilitate the dissemination of educational/training materials to customers and internal personnel as requested
--Analyze and evaluate image quality via remote services, media, etc.
--Assist in distributing product and applications information between field and factory
--Maintain resource inventory (product manuals, updated computer technology, etc.)
--Update and maintain day-to-day processes of call center
--Support corporate and divisional goals and abide by policies and procedures
--Professional Administration: Complete regulatory and core process documents in a timely fashion
--Ability to travel 50%
--Other responsibilities as assigned
--Minimum of 3-5 years of clinical hemodynamic / electrophysiology monitoring experience
--Clinical knowledge of hemodynamics and performing hemodynamic pressure calculations.
--Clinical knowledge of electrophysiology IECG waveforms and procedures/ workflow
--Understanding of cardiac and electrophysiology study documentation and reporting
--Networking experience such as HL7 and DICOM preferred
--Knowledge of Client equipment is preferred
--Teaching/training experience preferred
Special Knowledge or Skills:
--Communicate effectively for problem resolution over the phone
--Ability to work as a team player
--Good verbal and written communication skills
--Intermediate level computer skills
--Application of basic networking theory
--Knowledge of MS Office Applications
--Graduate from a Certified Radiologic Technology School, Nursing, or equivalent (required)
--Associates or Bachelor’s Degree (preferred)
--Registered or licensed in modality of employment (required)
Other Qualifications or Requirements:
Certificates, Licenses, Registrations:
ARRT, RCIS, RN, or CPT, etc. certified
--Meet annual ECE requirements to maintain certification/license
CT Tech - MercyHealth Rockford
Syngo Dynamics Tech