Product Support Specialist (Dialysis) - Beverly, MA

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Job description

Company Overview

Quanta Dialysis Technologies is a pioneering medical device company entering the US market from the UK. We are on a mission to become the worlds leading provider of self-care solutions for hemodialysis patients, and we are only at the beginning of our story.

The Quanta SC+ is a small, simple, powerful, connected dialysis system designed for use in hospitals, skilled nursing facilities, and patient homes. The company is based in Alcester, UK with a US presence in Beverly, MA.

We are poised for big things in 2021 and beyond, and this pivotal role will form part of our founding US team and help lay the building blocks for our future success. This is your chance to join a fast-growing company in a newly developed position, where you will have a unique opportunity to make an impact on the growth and development of the team.

Position Overview

The Product Support Specialist will be responsible for providing outstanding phone and email support to our customers; by responding to customers inquiries about product performance, quality, reliability, and technical issues. This role works directly with our customer where you will leverage your strong interpersonal skills and technical knowledge and contribute to the build out of this newly created function for North America.

Key Responsibilities

* _Provide immediate, accurate, and caring response to all patients and clinical customers_
* Assume primary responsibility to ensure calls are answered upon arrival.
* Respond to customer email and text messages.
* Develop and maintain superior knowledge of Quanta products.
* Apply communication skills to efficiently identify issues and solutions.
* Efficiently apply troubleshooting processes to resolve product issues.
* Follow up with customers to ensure reported issues are resolved.
* Initiate product replacement when problems remain unresolved.
* Document customer interactions and troubleshooting in a CRM using a case management module.
* Communicate case data to quality assurance (QA) in a timely manner, so QA can determine whether the case warrants a complaint.
* Provide feedback on troubleshooting guides and contribute to continuous improvement of issue resolution and support processes.
* _Document customer correspondence and reported product issues_

* Document customer interactions per current procedures and in a timely manner (QMS compliance).
* Ensure all training and device knowledge is current and in compliance with current procedures (QMS compliance).

Requirements

* Prior experience in technical support or a similar role.
* Minimum 5 years medical device experience or healthcare experience including direct customer interaction.
* Experience working to the requirements of a Quality Management System compliant with relevant international standards (e.g., ISO 13485, FDA 21CFR820) preferred.
* Strong written and oral communication skills.
* Excellent interpersonal skills and patience communicating complex troubleshooting ideas to patients and clinical support staff.
* Experience with contact center systems and CRMs.

So, whats in it for you?

* A chance to truly make a difference, not only to patients but to an entire industry where the treatment and therapy concept has not evolved for years.
* A dynamic, knowledgeable and supportive global team to partner with and learn from.
* A competitive compensation package including performance related bonus and equity.

EEO Statement

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.