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Medical Customer Experience Specialist

3 months ago

Gulfport, United States Siemens Medical Solutions USA, Inc Full time

Siemens Medical Solutions USA, Inc - Medical Customer Experience Specialist - Gulfport, Mississippi This is a Job Description for a Medical Customer Experience Specialist in Gulfport, Mississippi. Summary: Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. Apply now for the position of Point of Care Customer Experience Specialist (CES) to provide support along every phase of the customer journey for all key accounts within their designated territory. Duties & Responsibilities: Assist in the assessment of new opportunities and crafting key account plans alongside your partner Account Executive (AE). Deliver reagent, instrument, and informatics volume utilization as directed by key account plans and POC performance targets. Increase and maintain customer loyalty that delivers continual product retention and customer feedback scores at or ahead of promoted classification. Complete pre-sales activities and assess current workflows, evaluating the needs and goals of the customer, including support, training, and implementation. Act in a project management capacity with customers for implementations, go-live installations, and support of informatics/middleware connectivity with POC devices. Identify customer needs and requirements, including pre and post-analytical reviews, to support the successful adoption of POC technology by end users in key accounts. Perform all EPOC installation and implementation requirements in customer sites as appropriate. Serve as a subject matter expert for all SHS and competitive emergency, critical, and primary care product lines (and competitors) both technically and clinically. Develop and coordinate customer training, implementation, and go-live plans in conjunction with customer service to ensure that the account meets or exceeds implementation timelines and end-user proficiency over product usage lifecycles. Work with customers to establish training and verification/validation requirements and conduct troubleshooting activities. Develop adoption strategies that focus on best practice change management and monitor the onboarding of customers (stakeholder engagement, change management, implementation plans) to increase the use of our Point of Care (POC) products. Assist the customer in establishing and maintaining standardizations, standing orders, and best practices post-go-lives. In partnership with the AE, perform regular business reviews at required intervals, including the assessment of error rates, reagent and consumable ordering, service contract management, customer satisfaction, and potential unmet needs. Liaise between sales, technical, service, and PMO organizations to drive a positive and seamless customer experience. Document all customer activities in the appropriate customer relationship management (CRM), Quality Management System (QMS), and/or other tools and processes in a timely and compliant manner as required. Attend and present at local, regional, and national conferences as subject matter experts. Requirements and Qualifications: Bachelor's degree or equivalent in biological science, nursing, or respiratory therapy. 4+ years of work history as a medical technologist, point of care coordinator, respiratory therapist, or nurse. Point of care testing experience, either end user or oversight, is preferred. Experience in lean six-sigma and/or complex project management within a hospital or laboratory setting. Outstanding oral, written, and presentation communication skills that can be applied to customers, with the ability to present technical information in a clear and concise manner to drive sales success. Highly proficient in the use of sales and customer relationship management (CRM) platforms. Ability to demonstrate strategic critical thinking and focused, executable decision-making. Highly organized, able to manage multiple tasks and projects simultaneously. Must be able to travel throughout the designated territory to customer sites and other business locations in the USA as required. Equal Opportunity Employer #J-18808-Ljbffr