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Technical Support Specialist in Cincinnati, Ohio at Mammotome

Date Posted: 1/14/2019

Job Snapshot

Job Description

Job ID: MAM000591

About Us

In December 2014, Devicor® Medical Products, Inc. was acquired by Leica Biosystems, part of the Danaher family of companies. Leica Biosystems is the global leader in anatomic pathology solutions and automation, striving to advance cancer diagnostics to improve patients’ lives. The combination of the two companies uniquely positions us to develop integrated patient-to-pathology solutions for the diagnosis of cancer.

Headquartered in Cincinnati, Ohio, the Mammotome brand is sold in over 50 different countries throughout the world. Mammotome remains committed to its heritage of advancing technology for early detection of breast cancer, providing support and education for clinicians worldwide, and offering breast care information for patients.

Devicor Medical Products, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check.


Description

The Technical Support Specialist provides prompt and effective clinical and technical support for the Devicor Medical Products, Inc.’s medical device product lines over the phone and email. This position is responsible for assessing the nature of product issues and resolving technical support problems, while maintaining the necessary records of product issues and conveying customer feedback to cross-functional groups (QRA, Sales, Engineering).

  • Provides technical support, troubleshooting and resolution by way of inbound and outbound telephone service, facsimile, email, and on very limited occasions in person to customers, sales representatives, customer service reps.
  • Ensures proficiency in the safe and effective use of devices in procedures and is able to apply core product knowledge to those procedures for appropriate courses of action.
  • Troubleshoots and resolves complaints reported by customers on products.
  • Provides on-call support as needed for surgeries, reprogramming, troubleshooting, follow-up, etc. 
  • Assists customer on efficient and effective use of product per the specific product IFU.
  • Develops and maintains key business relationships to ensure proactive notification and training of associates regarding product, procedure and field activities associated with assigned product line responsibilities.
  • Applies critical decision making in assessing customer’s requirements for successful resolution of their issue on first contact.
  • Accurately assesses the type of support (i.e., phone, email, printed, escalation, field dispatch, or combination) required and provides customer support in the most expeditious manner possible.
  • Appropriately escalates customer issues to the correct next level of support, facilitating all communication and data system handoffs.
  • Manages customer account information, including contact updates, warranty, repair, and other service requests
  • Provides technical documentation to support capital sales/tender requests.


Quality System Knowledge 
  • Ensures accurate and timely documentation of complaint input and resolution.
  • Understands and adheres to regulatory and compliance procedures.
  • Ensures effective and accurate product complaint data is procured, documented, routed, resolved and appropriately filed.
  • Analyzes, assesses and recommends improvements of the complaint management process.
  • Partners with internal departments to ensure compliance with policies, procedures, federal and state medical device regulations

Effective Questioning and Listening
  • Effectively questions customers, to capture accurate product and event information.
  • Demonstrates understanding and responds appropriately to verbal communications.
  • Effectively assesses periods of peak call volume and re-prioritize own non-contact activity to assure maximum call handling and customer loyalty.


Job Requirements



Qualifications

Education
  • Associates Degree in a technical field required.
  • BS/BA degree in a technical, healthcare or business focus preferred.

Experience
  • Clinical experience in nursing, radiology or biomedical engineering or experience in medical device technical support is strongly preferred.
  • Progressive experience in a healthcare environment, medical contact center and/or experience handling customer or patient service issues within a medical environment preferred.
  • Potential to develop first-hand knowledge of Company products. 

Travel
  • Must be able to travel up to 15% of the time.
  • Typical work-related travel assignments range 1-3 days, and as such overnight, out-of-town stays are required.

Language: English



At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.