Clinical Technology Specialist
About the role
The Clinical Technology Specialist / Field Product Support Technician at Zimmer Biomet supports Persona IQ market implementation and provides technical support to patients, surgeons, care teams, and sales teams. This role involves driving a positive customer experience, resolving issues, and ensuring seamless technology solutions.
Responsibilities
- Problem solve and troubleshoot for Persona IQ adoption issues
- Aid in enrolling patients on mymobility app and assisting with app downloads
- Support external patient customers/end-users in delivering and using technology solutions
- Walk patients through installing Base Station for Persona IQ and connecting it to WiFi
- Provide in-field support for the sales team on PIQ-related issues
- Support remote linking of CTEs as needed
- Provide Level 1 support to patient customers to ensure incidents are appropriately resolved or escalated
- Identify and proactively resolve post-op data transmission issues
- Help build relationships, exhibit empathy, and provide solutions for customer needs
- Escalate potential customer complaints as necessary to meet regulatory requirements
- Train and educate the sales team on the appropriate use of OR base station 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 understand customer requirements for successful program launches
- Update and optimize PIQ implementation processes
Requirements
- High School Diploma or Equivalent with specialized training and/or certification
- 2 years of relevant experience
- Valid driver’s license with reliable transportation
- Bilingual (English and Spanish)
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
- Strong understanding of end-user IT technology; basic understanding of networking technology preferred
- Demonstrated knowledge and compliance to HIPAA standards
Skills
- Customer-first and results-oriented approach
- Independent decision-making required for resolving issues outside of regular business hours
- Ability to cross-functionally collaborate across Zimmer Biomet business units
- Accuracy, attention to detail, and timely follow-through are critical
Benefits
Includes a combination of travel (approximately 60%) and remote work. This role requires bilingual proficiency (English and Spanish).
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