Support Specialist
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Job Description
Tru-D Support Specialist providing technical support and implementation services for Tru-D customers. Building relationships and driving infection prevention success in healthcare settings with significant travel requirement.
Responsibilities:
- Provide technical support and implementation services for Tru-D customers
- Responsible for service of existing devices in support of Tru-D warranty obligations
- Identify, manage, mitigate and escalate service issues(s)
- Execute repairs, troubleshooting and upgrades
- Perform annual preventative maintenance service calls
- Provide training to new and existing accounts on Tru-D device operation and use of accompanying software
- Develop and maintain strong relationships with customers to ensure high customer satisfaction and program effectiveness
- Act as a point of contact for all customer, product-related inquiries and work collaboratively with each department to address issues that may arise
- Monitor client performance with the use of internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs) and reports to drive utilization
- Support quality investigations to determine root cause, assess customer needs and supply solutions to the customer to improve their program
- Support the implementation of new devices with uncrating, inspection, testing and demos
- Support sales presentations, demos and trade shows as needed
- Maintain accurate records and communication of Tru-D’s customer relationship and needs in Salesforce.com and other Tru-D internal management tools
- Maintain service tools and inventory
- Travel to multiple hospital facilities within the territory, adjusting travel as needed by customers,
- Up to 80% of overnight travel may be required
- Work schedule may vary to support second and third shift training
- Included in rotation for on-call support of our 24-hour hotline
Requirements:
- Associate’s or bachelor’s degree preferred
- Must obtain required hospital credentialing as needed
- Proficient computer skills including Microsoft Office Suite and basic knowledge of salesforce.com preferred
- Customer Service experience required
- Knowledge of Healthcare preferred
- Reliable for efficiency, accuracy and attention to detail
- Strong organizational and interpersonal skills
- Ability to learn quickly and multitask
- Strong analytical and problem-solving skills
- Highly motivated with the ability to work independently, multi-task and collaborate effectively in a team environment
- Have a sense of urgency with the ability to prioritize and use critical thinking to make timely decisions.
Benefits:
- Medical, behavioral & prescription drug coverage
- Health Savings Account (HSA)
- Dental
- Vision
- 401(k) savings plan with company match and profit sharing
- Basic and supplemental Life and AD&D insurance
- Flexible Spending Accounts (FSAs)
- Short & long-term disability
- Employee Assistance Program (EAP)
- Health Advocacy Program
- Voluntary benefits such as legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance and employee discounts.
- Paid time off programs including sick & safe leave, vacation, company & floating holidays, paid parental leave, and depending on the position, summer hours and flex place/flex time options
- Monthly car allowance, mileage reimbursement, company issued phone and laptop
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