The Clinical Specialist will provide pre-sales customer support including installation, licensing, and training needs as part of a pivotal study of 2nd generation breast navigation device. Clinical Specialist will provide post sales clinical support and refresher training as needed; maintain communication with customer to ensure satisfaction and utilization; provide customer feedback to the management team; assist customers with reimbursement documentation. You will work in a team environment on clinical trials accurately documenting and performing measurements on excised tissue.
*Must be able and willing to travel as business dictates.
*Work in local territory and surrounding areas including NY, NJ and Staten Island
RESPONSIBILITIES:
Work as part of a team with one person collecting and completing FDA forms and the second person will be handling a tissue specimen and taking measurements. Accuracy is key on the forms.
Provide on-site application support:
Pre and post sales process
Identify and schedule follow up training
Participates with Clinical Trial collecting data and performing measurements on excised tissue in Operating Room
Provide customer support:
Relay and resolve customer issues in a timely manner
Ensure customer satisfaction is maintained
Escalate any problems to management as needed
Provide feedback/customer suggestions to management
Assist customers with resolving insurance reimbursement matters
Interact with Sales, Marketing and Service Management to continually evaluate and improve the product support solutions
Consistent communication with customers to enhance product experience
Promote continuous improvement:
REQUIREMENTS:
Bachelor's degree
Comfortable within the operating room, 3-5 years of experience in OR environment.
Prior customer relations experience
Competent with computers, working with PDF files, taking photos and uploading to email along with zipping large files to send via email
Competent with Microsoft Office Suite: Word, Outlook, Excel, PowerPoint
Provide on-site application support
Provide customer support
Promote continuous improvement
Must have a reliable car to drive to and from In-service locations if local assignment, or able to travel as needed
Will need to arrive at the site approximately 45 minutes before scheduled case to prepare equipment as well as change into scrub attire
Must have flexible schedule to meet case coverage needs. Will have advance notice of need.
Must be able to pay for expenses and submit receipts for reimbursement