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Sr Specialist, Technical Call Center - Pulmonary MetabolicsABOUT USAt Vyaire, we help the world breathe easier. As a global leader in respiratory care, we know what we do enables, improves and extends lives. We are a young company with a long history of revolutionary products. We devise extraordinary solutions that allow patients to lead ordinary lives. A dynamic culture with diversity of thought makes this possible. Our colleagues specialize in exceeding expectations, building meaningful relationships and making it a priority to listen. We are dedicated to anticipating (innovating) what’s next and getting it done (shaping). We thrive on contributing and making a difference.To learn more, visit our website: www.vyaire.com at http://www.vyaire.com/The OpportunityWe are a young company, with a bright future, that our employees are helping define. We lead with a clear focus on respiratory care, with resources and employees aligned to the same priorities. We have an ambitious plan to achieve set industry standards in customer, product and employee vitality. For this, we rely on a growth mindset, collaboration and an understanding that each employee’s contribution matters. Joining Vyaire is an opportunity to take ownership, work with others and help the world breathe easier.Position DescriptionIncumbent will provide advanced level Technical/Clinical Assistance to external and internal customers on the operation, troubleshooting, and repair of Vyaire products while also documenting all correspondence and disseminate information as needed.
Customer Service Request:
Responds to customer requests in an accurate and timely manner with a professional attitude.
Determines appropriate action to ensure customer satisfaction while maintaining the business objectives.
Ensures that all customer contacts are fully documented into current system database.
Takes ownership and replies to Customer Email inquiries and Phone calls as required.
Provides after hours coverage via cell phone/beeper, as required.
Customer Follow-up:
Contacts customers to ensure issues and requests are resolved to their expectation and satisfaction.
Ensures that all customer contacts are fully documented into the current system database.
Product Responsibility:
Assists Product Specialists by identifying areas for improvement within the various product lines as needed.
Provides necessary data and documentation for product improvement projects as required.
Provides additional technical/educational materials for both internal and external consumption.
Assists in the management of Knowledge Base to ensure product Troubleshooting steps are outlined in applicable Articles.
Assist in centralization of support and support documents to reside in the Irvine Ca facility.
Creates and maintains useful Knowledge Base articles in effort to contribute to improved customer experience (ie lower talk time, lower time to resolve issues, etc)
You will have the opportunity to:
Make an impact on patient outcomes, quality of care, schedule and coordinate Support for our customers as they support Patients
Receive in depth training classes on the product lines that are supported for Pulmonary Metabolics and Pulmonary Function Testing
Work closely with executives across the organization
To be successful, you will need:Required:
Current certification and/or licensing as Registered Respiratory Therapist and/or Biomedical Tech (at least 3 years)
Experience working with Pulmonary Functional Testing equipment in a healthcare setting (at least 3 years)
Excellent communication skills (both verbal and written) with a focus upon customer service satisfaction practices.
Base knowledge of utilizing computer applications to document customer contacts and escalations
Good documentation and attention to detail when creating work orders and ticketing
Ability to multi-task throughout the day to ensure productivity is maximized.
Working knowledge of Microsoft Office 365 applications
Nice to Have:
Five (5) years of clinical experience and knowledge of Vyaire PFT products.
Bachelor’s degree in a Healthcare related field. Preferably in the Pulmonary Function testing
Basic Computer Troubleshooting skills
Experience with equipment integration with EMR systems and troubleshooting hardware
Boston, MA, Denver, CO, Houston, TX, Irvine, CA, Mettawa, IL, New York City, NY, Orlando, FL, Washington - FIELD Seattle MetFull timeWe aspire to a “higher calling” , aligning ourselves with healthcare providers to improve the lives of those who are treated with our devices.Across the Ventilation, Respiratory Diagnostics and Anesthesia Delivery & Patient Monitoring market segments, we represent the largest pure-play company of our kind, with an ambitious and innovative vision for growth. We hold each other mutually accountable for the quality and reliability of our products and work together toward setting a new market standard in these categories.We are transforming the future of respiratory care; explore how you can be a part of it.We are a unified “breathing company”, with a global team that is unrivaled in the respiratory care continuum. Each of our 5,000 people worldwide is critical to achieving our shared purpose of improving the lives of those who are treated with our devices. Our people are empowered to “do the right thing” every day and always put patients first. Our market presence, breadth of product and technical expertise enable us to impact the lives of patients around the world every day.One of our unique strengths is the diversity of our community. We want to treat each teammate fairly and provide equal employment opportunities regardless of a person’s race, color, religion, gender or gender identity, sexual orientation, age, marital status, national origin, veteran or disability status, or any other characteristic.To learn about our terms of use, please review Terms & Conditions at http://www.vyaire.com/terms-of-use . Also, provided here is a link to our Privacy Policy at http://www.vyaire.com/privacy-policyOne of our unique strengths is the diversity of our community. We want to treat each teammate fairly and provide equal employment opportunities regardless of a person's race, color, religion, gender or gender identity, sexual orientation, age, marital status, national origin, veteran or disability status, or any other characteristic.
Vacancy caducado!