Tru-D Support Specialist (TSS) - Atlanta GA

POSITION PURPOSE

The Tru-D Support Specialist (TSS) provides technical support and implementation services for Tru-D customers. The TSS is the primary contact after the point of sale to new and existing Tru-D customers within a geographic area. The TSS is charged with driving the customer’s disinfection program success and building one-on-one relationships with Tru-D operators and managers.

Essential Functions And Basic Duties

• Identify, manage, mitigate and escalate service issues(s)
• Execute repairs, troubleshooting and upgrades
• Perform annual preventative maintenance service calls
• Provide training to new and existing accounts on Tru-D device operation and use of accompanying software
• Develop and maintain strong relationships with customers to ensure high customer satisfaction and program effectiveness
• Act as a point of contact for all customer, product-related inquiries and work collaboratively with each department to address issues that may arise
• Monitor client performance with the use of internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs) and reports to drive utilization
• Support quality investigations to determine root cause, assess customer needs and supply solutions to the customer to improve their program
• Support the implementation of new devices with uncrating, inspection, testing and demos
• Support sales presentations, demos and trade shows as needed
• Maintain accurate records and communication of Tru-D’s customer relationship and needs in Salesforce.com and other Tru-D internal management tools
• Maintain service tools and inventory
• Daily activity will consist of traveling to multiple hospital facilities within the territory, adjusting travel as needed by customers
• Up to 80% of overnight travel may be required
• Work schedule may vary to support second and third shift training

Qualifications

• Educational Qualifications: Associates or bachelors degree preferred
• Certification: Must obtain required hospital credentialing as needed
• Required Knowledge: Proficient computer skills including Microsoft Office Suite and basic knowledge of salesforce.com preferred
• Experience: Customer Service experience required, Knowledge of Healthcare preferred, Technical support preferred

Skills/Abilities

• Reliable for efficiency, accuracy and attention to detail
• Strong organizational and interpersonal skills
• Ability to learn quickly and multitask
• Strong analytical and problem-solving skills
• Highly motivated with the ability to work independently, multi-task and collaborate effectively in a team environment
• Have a sense of urgency with the ability to prioritize and use critical thinking to make timely decisions
• Mechanical or electrical knowledge preferred