Clinical Technology Specialist

Zimmer Biomet; San Francisco (CA); On-site; USD 65,000 - 70,000; Full time

Job summary

Zimmer Biomet in the San Francisco Bay Area is seeking a Clinical Technology Specialist to provide in-field technical problem solving for Persona IQ and mymobility. You will support patients, surgeons, care teams and the sales force with installation, training and prompt follow-up to ensure a seamless customer experience.

This role offers a clear path toward Account Management and requires up to 70% travel across the West Coast; a strong focus on HIPAA compliance, customer service excellence and

Qualifications

• Effective interpersonal and communication skills; ability to interact with customers from diverse cultures.
• Proven ability to work under pressure with multiple priorities while maintaining a friendly environment.
• Experience with an Incident Management System is required.
• Knowledge of HIPAA standards and IT basics for end-user devices.

Responsibilities

• Provide in-field in-person technical problem solving for Persona IQ adoption.
• Assist care teams and patients with mymobility app enrollment and home setup.
• Support sales with PIQ issues and assist in replacing malfunctioning equipment.
• Identify data connectivity gaps and root-cause issues; ensure regulatory compliance.
• Deliver training to sales on system updates and proper use of base station and implants.
• Travel up to 70% across the West Coast; work with cross-functional teams.

Skills

Interpersonal skills

Customer service

Problem solving

Incident management

HIPAA knowledge

Education

Associates Degree; Bachelor's preferred in related field

Tools

Incident Management System

Job description

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds. As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.

What You Can Expect

The Clinical Technology Specialist provides in-field in-person techinal problem solving support to regional customers and stakeholders. Specifically, the role will support Persona IQ market implementation and will provide assistance to the patient, surgeon, care team customers, and sales team by providing technical support for Mymobility and Persona IQ. The role’s aim is to exceed our customer’s expectations by handling appointments with care, asking the right questions to enhance our customer experience, and providing prompt follow up of recommendations as well as solutions. This role is an on-site customer-facing role that is seen as a vital member of the Persona IQ implementation team responsible for providing a seamless customer experience.

This is a perfect opportunity for individuals looking to step into a medical device sales role. This role offers a potential career pathway into Account Management.

How You'll Create Impact

• Problem solve and troubleshoot for Persona IQ adoption issues:
  • Assist the care teams in enrolling patients on mymobility app; assist patients in their homes in downloading the mymobility app.
  • Support external patient customers / end-users in the delivery and use of technology solutions; Will assist patients with installing Base Station for Persona IQ in their home, which entails walking a patient through installing software on a home laptop and connecting it to their WiFi.
  • Provide in-field support for our sales team on PIQ related issues as needed (e.g. providing updates to the OR laptops). Support in remote linking of CTEs as needed. Assist the sales team in replacing malfunctioning equipment and troubleshoot any issues with OR laptops and OR base stations.
  • Proactively identify data connectivity gaps with patients and develop action plans to resolve and elevate if necessary.
  • Identify post op data transmission issues and proactively work to identify root cause and resolve the issues.
  • This will require a working schedule outside of normal US business hours in order to effectively interact real-time with customers.
  • Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs.
  • Identify and elevate potential customer complaints as necessary to meet regulatory requirements.
  • Provide training and education to the sales channel regarding the appropriate use of OR base station and the process of connecting smart implants; Ensure the sales team is informed about any technical updates related to the system.
  • Attend smart implant implementation process to gain a thorough understanding of the customer’s requirements to ensure a successful program launch resulting in high customer satisfaction.
  • Help update and design more optimized process for PIQ implementation.

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

What Makes You Stand Out

• Effective interpersonal and communication skills (written/verbal).
• Ability to interact effectively with customers and end-users from different cultures and geographies.
• Proven ability to work under pressure and successfully handle multiple priorities while promoting a friendly and engaging work environment.
• Customer-first and results orientation; acts with a sense of urgency to resolve customer IT issues and delivers results in an efficient and timely manner.
• Experience with an Incident Managements System is required.
• Good problem solving and assessment capabilities, while maintaining a positive relationship with the customer.
• Independent decision-making required, in order to effectively resolve issues when other staff may not be available (i.e. off hours).
• Ability to cross-functionally collaborate across Zimmer Biomet business units.
• Accuracy, attention to detail and timely follow through are critical.
• Strong understanding of end-user IT technology; basic understanding of networking technology preferred.
• Demonstrates knowledge and compliance to HIPAA standards as a job requirement.

Your Background

• Associates Degree required; bachelor’s degree in Kinesiology, Sports Medicine, Physical Therapy, or related field preferred.
• Experience in providing in-person customer service and support preferred.
• Valid driver’s license with reliable transportation.

Travel Expectations

• Up to 70%
• This is a remote position however candidates must be based in the San Francisco Bay Area with travel covering the entire West Coast.

This role has a pay range of $65,000-70,000 + bonus.

EOE/M/F/Vet/Disability