Remote Clinical Product Support Specialist

BD; United States; Remote; USD 73,000 - 117,000; Full time

Job summary

BD is seeking a healthcare–savvy professional to support complex medical device issues from a remote location within PST/MST zones. The role involves diagnosing device problems, guiding customers through platform setups, and coordinating with R&D, Operations and Quality to resolve issues.

Requirements include a high school diploma and at least 3 years in a clinical or healthcare setting; strong MS Office skills and experience with JDE ERP are preferred. Some travel to Irvine CA may be needed.

Qualifications

• High school degree required.
• Minimum 3 years of experience in a clinical/healthcare environment.

Responsibilities

• Assess complex product malfunctions by analyzing incident platform parameters in critical care settings, procedures performed, and product usage.
• Diagnose and intake complex product issues using clinical expertise and APM product knowledge, serving as a primary point of contact for USA and occasionally global affiliates and medical professionals.
• Advise internal stakeholders and external customers on product differentiation and specifications, and guide customers through the setup of various product interfacing Platforms.
• Accurately document detailed call intake information in the JDE Enterprise Resource System.
• Follow up with customers to obtain additional information or confirm product receipt for service.
• Collaborate with internal departments to resolve customer issues and assist in investigations.
• Assess and communicate financial charges related to service activities, including possibility of service contracts where applicable, and follow up with customers for purchase order or credit card information to process service orders.
• Generate appropriate transactions within the JDE Enterprise Resource System.
• Provide and coordinate return shipment information to customers.
• Other duties as assigned.

Skills

Microsoft Office

Communication

Analytical thinking

Prioritization

Teamwork

Relationship building

Compliance

Education

High school diploma

Tools

JDE ERP System

Job description

BD is seeking a healthcare–savvy professional to support complex medical device issues from a remote location within PST/MST zones. The role involves diagnosing device problems, guiding customers through platform setups, and coordinating with R&D, Operations and Quality to resolve issues.

Requirements include a high school diploma and at least 3 years in a clinical or healthcare setting; strong MS Office skills and experience with JDE ERP are preferred. Some travel to Irvine CA may be needed.