Associate Support Tech

Fresenius Medical Care AG; United States; Remote; USD 41,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Parental leave

Job summary

Fresenius Medical Care in the United States is seeking an Associate Support Technician to provide technical and customer support for dialysis devices. You will communicate solutions clearly to diverse audiences and maintain high service standards.

You will document interactions, protect patient information, and collaborate with cross-functional teams on service projects. The role requires 2–4 years as a technician, strong computer skills, and a commitment to compliance and quality.

Qualifications

• 2 - 4 years’ experience as a Technician or related role.
• Experience in customer service, call center or clinical environment preferred (dialysis equipment a plus).
• Proficiency in word processing, databases, spreadsheets, and email.
• Strong analytical thinking and problem-solving abilities.
• Excellent written and spoken communication skills.

Responsibilities

• Resolve issues related to hemodialysis machines and equipment.
• Document all customer contacts accurately in applicable systems.
• Maintain confidential patient information in compliance with HIPAA and policies.
• Build strong relationships with teams, management, and customers.
• Participate in cross-divisional team meetings as required.
• Support projects assigned by supervisor.
• Other duties as assigned.

Skills

Technical support

Dialysis equipment

Customer service

Call center

Communication skills

Computer skills

Education

High School Diploma

Associate’s Degree desirable

Equivalent experience

Job description

PURPOSE AND SCOPE:

The Associate Support Technician provides technical support on diverse customer telephone inquiries of applicable devices within the assigned areas of responsibility. The incumbent effectively communicates operational and technical support to diverse audiences on a routine basis. In this capacity, the Associate Support Technician provides outstanding customer service through effective and timely communication.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Use effective customer service to address / resolve issues related to hemodialysis machines; familiar with equipment.
• Ensure data accuracy and integrity through the documentation process of all customer contacts in applicable systems.
• Maintain various confidential patient and/or health information in compliance with company policies and procedures, HIPAA and other regulatory requirements.
• Establish and maintain strong working relationships with teams, management and/or customers through in-depth understanding, interpretation and application of established company policies and procedures during all customer interactions.
• Possess a solid understanding of hemodialysis machines and functionality.
• Support the assigned function(s) through active participating in cross-divisional team meetings as required.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Must be available for inclusion in a rotating 24-hour call coverage schedule.
  • Must be available to work overtime as required.
  • Occasionally lift and/or move up to 30 pounds.
• Travel may be required.

EDUCATION:

• High School Diploma required; Associate’s Degree desirable; or equivalent experience

EXPERIENCE AND REQUIRED SKILLS:

• 2 - 4 years’ as a Technician or related experience.
• Demonstrated experience in a customer service, call center or clinical environment required; dialysis equipment experience preferred.
• Strong computer skills with demonstrated proficiency in word processing, database, spreadsheet and email applications.
• Possess logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner.
• Excellent customer service skills to successfully handle confidential information with a high level of professionalism, discretion and tact.
• Strong oral and written communication skills to effectively communicate with diverse audiences and/or all levels of management.

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Benefit Overview:

• medical
• dental
• vision insurance
• a 401(k) with company match
• paid time off
• parental leave

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.

Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors