Clinical Technology Specialist

divh2Clinical Technology Specialist / Field Product Support Technician/h2pAt 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 patients mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds./ppAs 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 talented team, we focus on development opportunities, robust employee resource groups, 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 inspired, invested, cared for, valued, and have a strong sense of belonging./ph3What You Can Expect/h3pThe Clinical Technology Specialist / Field Product Support Technician provides in-field technical problem solving support to regional customers and stakeholders. Specifically, the role will support Persona IQ market implementation and will provide assistance to patient, surgeon, care team customers, and sales team by providing technical support for Mymobility and Persona IQ. The roles aim is to exceed our customers 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 seen as a vital member of the Persona IQ implementation team responsible for providing a seamless customer experience. This position offers a combination of travel (approximately 60%) and remote work. This includes driving or flying as needed to visit patient homes, hospitals and clinics to collaborate with care teams./ppCandidates must reside in the Miami-Fort Lauderdale area or be willing to relocate for the position. Bilingual proficiency (English and Spanish) is required for this position./ph3How Youll Create Impact/h3ulliProblem solve and troubleshoot for Persona IQ adoption issues:/liulliAssist the care teams in enrolling patients on mymobility app; assist patients in downloading the mymobility app./liliSupport external patient customers / end-users in the delivery and use of technology solutions; Will assist patients with installing Base Station for Persona IQ, which entails walking a patient through installing software on a home laptop and connecting it to their WiFi./liliProvide 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./liliProvide Level 1 support to patient customers to ensure that incidents are being appropriately resolved or escalated appropriately./liliIdentify post op data transmission issues and proactively work to identify root cause and resolve the issues./li/ulliThis will require a working schedule outside of normal US business hours in order to effectively interact real-time with customers./liliHelps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs./liliIdentify and escalate potential customer complaints as necessary to meet regulatory requirements./liliProvide training and education to the sales 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/liliAttend smart implant implementation process to gain a thorough understanding of the customers requirements to ensure a successful program launch resulting in high customer satisfaction./liliHelp update and design more optimized process for PIQ implementation./li/ulpThis 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./ph3What Makes You Stand Out/h3ulliEffective interpersonal and communication skills (written/verbal)./liliAbility to interact effectively with customers and end-users from different cultures and geographies./liliProven ability to work under pressure and successfully handle multiple priorities while promoting a friendly and engaging work environment./liliCustomer-first and results orientation; acts with a sense of urgency to resolve customer IT issues and delivers results in an efficient and timely manner./liliExperience with an Incident Managements System preferred./liliGood problem solving and assessment capabilities, while maintaining a positive relationship with the customer./liliIndependent decision-making required, in order to effectively resolve issues when other staff may not be available (i.e. off hours)./liliAbility to cross-functionally collaborate across Zimmer Biomet business units./liliAccuracy, attention to detail and timely follow through are critical./liliStrong understanding of end-user IT technology; basic understanding of networking technology preferred./liliDemonstrates knowledge and compliance to HIPAA standards/li/ulh3Your Background/h3ulliHigh School Diploma or Equivalent with specialized training and/or certification and 2 years of relevant experience required./liliValid drivers license with reliable transportation required./liliBilingual (English and Spanish) required./liliAssociates or Bachelors Degree highly preferred./liliExperience within the healthcare industry preferred./li/ulh3Travel Expectations/h3pUp to 60%/ppEOE/p/div