The Opportunity
This position works out of our Pleasanton, California location in the Heart Failure Division. In Client's Heart Failure (HF) business, we're developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.
The Technician I Provides technical, and applications support for Division capital equipment systems to customers and Division staff. Efficiently and effectively provide troubleshooting to patients, clinics and field services personnel. Ensures human capital utilization is balanced in the most cost-effective manner in accordance with established budgets, policies, procedures and quality standards. Represents Technical Services in areas related to the quality system at product division levels in complaint handling, failure investigation, trend analysis, and tracking of quality actions in compliance with plans. Seeking candidates who will meet and exceed customer expectations by striving for the greatest possible reliability and quality in our products, processes and systems through accountable, competent, and professional support.
What You'll Work On
- Answers internal and external clinical and technical questions via phone and email.
- Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure.
- Provide feedback to customer or Division personnel involved.
- Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system.
- Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost efficient means for resolution.
- Determines if and when to deploy field service support and/or equipment to customer location.
- Provides clinical applications / software support to customers at the point of care. Assists the customer with clinical / software questions and problems during procedures involving Division capital equipment systems. Records software / application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups.
- Designs, develops, and implements content and materials for Technical Services training programs for employees in the Technical Services department.
- Participates in the technical and clinical training of new employees. Updates education programs on a continuous basis.
- Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during support situations and in classroom situations during regularly scheduled classes.
- Documents, updates, and completes all calls in the appropriate call support system.
- Sends repair / replacement parts to customers and creates field service work orders when appropriate.
- Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of Division capital equipment products.
- Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
- Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.
- Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
Required Qualifications
- Candidates must have strong attention to detail, be able to exercise patience while working with patients/customers, multi tasking ability, and excellent customer service skills.
- Bachelor's preferred. 1-2 years exp or Associates with 3-5 exp will work.
- Technical support role and troubleshooting skills.
- Patients call in center. Can be high volume at times.
- Listening and computer skills necessary.
- Med background not necessary but preferred.
- Operational support background (sales/tech support) will work in lieu of medical experience.
- Candidates who are flexible, detail oriented, good at multi-tasking, able to succeed in a fast-paced environment are highly desirable.
- Technical aptitude also highly desirable.
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Equiliem
Mar 13, 2025