Clinical Technology Specialist

About the role

The Clinical Technology Specialist / Field Product Support Technician at Zimmer Biomet provides in-field technical problem solving support to regional customers and stakeholders. Specifically, the role supports Persona IQ market implementation and assists patients, surgeons, care teams, and sales team with technical support for Mymobility and Persona IQ.

Responsibilities

• Problem solve and troubleshoot for Persona IQ adoption issues
• Aid the care teams in enrolling patients on mymobility app; assist patients in downloading the mymobility app
• Support external patient customers/end-users in the delivery and use of technology solutions
• Provide in-field support for our sales team on PIQ related issues (e.g., providing updates to the OR laptops)
• Support in remote linking of CTEs as needed
• Provide Level 1 support to patient customers to ensure incidents are appropriately resolved or escalated
• Identify post-op data transmission issues and proactively work to resolve them
• Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs
• Identify and escalate potential customer complaints as necessary to meet regulatory requirements
• Provide training and education to the sales team 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
• Attend smart implant implementation process to gain a thorough understanding of the customer’s requirements to ensure a successful program launch resulting in high customer satisfaction
• Help update and design more optimized processes for PIQ implementation

Requirements

• High School Diploma or Equivalent with specialized training and/or certification and 2 years of relevant experience required
• Valid driver’s license with reliable transportation required
• Bilingual (English and Spanish) required
• Associates or Bachelor's Degree highly preferred
• Experience within the healthcare industry preferred
• Up to 60% travel expected

Qualifications

• Effective interpersonal and communication skills (written/verbal)
• Proven ability to work under pressure and handle multiple priorities
• Experience with an Incident Management System preferred
• Good problem-solving and assessment capabilities
• Independent decision-making required to resolve issues when others may not be available (e.g., off hours)
• Strong understanding of end-user IT technology; basic understanding of networking technology preferred
• Demonstrates knowledge and compliance to HIPAA standards