Clinical Technology Specialist

At 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 patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds. As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world.

About the Role

The Clinical Technology Specialist 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 patients, surgeons, care teams, and the sales team by delivering technical support for Mymobility and Persona IQ. The aim is to exceed customer expectations by handling appointments with care, asking the right questions to enhance the customer experience, and providing prompt follow-up of recommendations and solutions. This role is a vital member of the Persona IQ implementation team, responsible for delivering a seamless customer experience. This is an ideal opportunity for individuals looking to step into a medical device sales role, with the expectation to develop into a Junior Account Manager over an 18-month period.

Responsibilities

• Problem-solve and troubleshoot Persona IQ adoption issues.
• Assist care teams in enrolling patients on the Mymobility app and help patients download the app.
• Support external patient customers/end-users in the delivery and use of technology solutions, including assisting patients with installing the Base Station for Persona IQ (e.g., walking patients through software installation on a home laptop and connecting it to WiFi).
• Provide in-field support for the sales team on Persona IQ-related issues, such as updating OR laptops.
• Support remote linking of Clinical Technology Experts (CTEs) as needed.
• Assist the sales team in replacing malfunctioning equipment and troubleshoot issues with OR laptops and OR base stations.
• Provide Level 1 support to patient customers to ensure incidents are resolved or escalated appropriately.
• Identify post-op data transmission issues and proactively work to determine root causes and resolve them. This may require working outside normal U.S. business hours to interact with customers in real time.
• Drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for customer needs.
• Identify and escalate potential customer complaints to meet regulatory requirements.
• Provide training and education to the sales team on the appropriate use of OR base stations and the process of connecting smart implants.
• Ensure the sales team is informed about technical updates related to the system.
• Attend smart implant implementation processes to gain a thorough understanding of customer requirements, ensuring successful program launches and high customer satisfaction.
• Help update and design optimized processes for Persona IQ implementation.

Requirements

• Effective interpersonal and communication skills (written/verbal).
• Ability to interact effectively with customers and end-users from different cultures and geographies.
• Proven ability to work under pressure and handle multiple priorities while promoting a friendly and engaging work environment.
• Customer-first and results-oriented mindset; acts with urgency to resolve customer IT issues and deliver results efficiently and timely.
• Experience with an Incident Management System is required.
• Strong problem-solving and assessment capabilities while maintaining positive customer relationships.
• Independent decision-making to resolve issues, including during off-hours when other staff may not be available.
• Ability to collaborate cross-functionally across Zimmer Biomet business units.
• Accuracy, attention to detail, and timely follow-through are critical.
• Strong understanding of end-user IT technology; basic understanding of networking technology preferred.
• Demonstrates knowledge of and compliance with HIPAA standards.

Qualifications

• Associate’s degree required; bachelor’s degree in Information Technology, Science, Engineering, or a related field preferred.
• Technical IT certifications preferred.
• 2-3 years of experience in computer maintenance and support or an equivalent combination of education and experience.
• Experience in customer support preferred.
• Formal education or experience with non-English languages and other cultures is highly desirable.
• Valid driver’s license with reliable transportation.

Schedule

• This is a remote position, but candidates must be based in the San Francisco Bay Area with travel covering the entire West Coast.
• Travel expectations: 50%-70%.
• May require working outside normal U.S. business hours to interact with customers in real time.

Pay

Expected compensation: $65,000 - $70,000 base salary. The role includes overtime, meaning take-home pay would be higher, plus bonus opportunities.

Benefits

• Development opportunities, robust employee resource groups (ERGs), and a flexible working environment.
• Location-specific competitive total rewards, wellness incentives, and a culture of recognition and performance awards.
• Commitment to creating an environment where every team member feels inspired, invested, cared for, valued, and has a strong sense of belonging.