Customer Service and Field Support Associate
1 month ago
**Customer Service and Field Support Associate**
Sales San Mateo, California About Magnolia Medical Technologies, Inc.
Magnolia Medical is an early-stage rapid growth commercial-stage medical device company that is developing solutions to challenges that have long plagued our healthcare system. Our Steripath Initial Specimen Diversion Device for blood collection and contamination prevention has created anew standard of care for prevention of false positive blood cultures, the gold standard diagnostic test for sepsis. Steripath delivers significant clinical and cost savings benefits which have been extensively proven with large bodies of clinical data and peer-reviewed published studies. Based on this exceptional performance profile, we have an exclusive FDA- cleared indication for reducing blood culture contamination and uniquely provide a money-back Clinical Performance Guarantee for Steripath to our hospital customers.
With strong institutional investor backing, we offer highly committed and qualified candidates the opportunity to be a part of building a company dedicated to dramatically improving the accuracy of sepsis diagnostics to positively impact patient outcomes and hospital economics.
Position Summary
Join our company as a Customer Service and Field Support Associate and you will have the opportunity to grow and be an integral member of a rapidly growing, early-stage medical device company. You will report directly to the Customer Service and Sales Support Manager and based in the San Mateo, CA office.
You must be customer focused, showing excellent verbal and written communication skills. You must be flexible and effective at multi-tasking as you support the Commercial Team with a variety of different tasks throughout the day. You must work both independently, as well as with management and other team members.
The candidate will be expected to communicate effectively, openly and in a timely manner with customers, team members and management.
Your core responsibilities will include:
* Timely fulfillment of commercial team supply needs for customer onsite trainings, new implementations, and product demonstrations
* Fields all incoming calls to the Customer Service line as the initial point of contact
* Accurate and efficient intake and processing of customer orders
* Manages customer requests, including but not limited to PO statuses, shipment information, invoices, product availability
* Handles customers issues with care and urgency. Escalates and partners with management where needed.
* Supports with data entry and management of key sales reports
* Assists customers with user registrations/ troubleshooting for Magnolias online learning system
* Supports onboarding for new commercial team members with new hire welcome kit and supplies
* Assists with various office administrative tasks
Required Experience and Qualifications:
* High school diploma required. B.A., B.S. or A.S. desired
* Minimum 2 years customer service or relevant work experience. Medical device and call center experience a plus
* Basic knowledge of computer software and office systems. Experience with Microsoft Dynamics Great Plains, Salesforce.com, EDI a plus
* Intermediate Excel skills
* Outstanding work ethic with a high sense of urgency and accountability
* Excellent interpersonal and presentation skills
* Takes initiative and tackles challenges with enthusiasm
* Excellent organizational skills, ability to manage multiple projects and tasks simultaneously and can thrive in a fast-paced dynamic environment
* Ability to successfully work with cross-functional teams and with all levels of the organization
* Practices efficient time management skills
* Sense of commitment and teamwork
* Required background and drivers license checks
About Magnolia Medical Technologies, Inc.
*Magnolia Medical Technologies develops, manufactures and markets innovative blood and bodily fluid collection devices to facilitate significant improvements in the accuracy, consistency and predictability of critical laboratory tests.*
*Dr. Richard Patton, the companys co-founder and Medical Director, invented and patented the Initial Specimen Diversion Technique (ISDT) and Initial Specimen Diversion Device (ISDD) for blood culture collection and contamination prevention, and authored the seminal peer-reviewed publication on this technique published in the Journal of Clinical Microbiology in 2010.*
*The* *companys* *flagship* *product,* *Steripath* *Initial Specimen Diversion Device for blood culture collection and contamination prevention, has been clinically proven in 19 clinical studies including 6 peer-reviewed publications to virtually eliminate the preventable error of blood culture contamination and false positive results for the diagnosis of Sepsis delivering a reduction in false positives of up to 92% with 12-month sustained contamination rates as low as0.2% and an average annualized cost savings of $945,000.*
*Magnolia is establishing the new standard for blood culture integrity and sepsis testing accuracy with a mission to change national blood culture collection guidelines and contamination benchmarks.*
Location San Mateo, California
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