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Product Support Specialist

1 month ago

Harrisburg, Pennsylvania, United States Zimmer Biomet Full time
Job Summary

Zimmer Biomet is seeking a highly skilled Field Product Support Technician to promote and support technology-centric product launches and long-term adoption at key customer accounts.

The successful candidate will educate, train, and assist key stakeholders in the sustainable use of technology, assist patients in technology utilization, and expand overall adoption of technology products.

Key Responsibilities
  • Lead clinical and surgical teams through training pathways designed to educate and train surgeons, staff, and administrators on Persona IQ, mymobility, and other technologies as needed.
  • Partner with Customer Success Manager, Regional Sales Manager, and Local Sales Team to onboard new accounts, provide system training, ensure connectivity, and increase PIQ/mymobility utilization.
  • Implement strategies to overcome obstacles and accelerate adoption of PIQ, mymobility, and other technologies as needed.
  • Collaborate with healthcare teams to understand workflow needs and tailor solutions accordingly.
  • Act as a resource and subject matter expert for clinical and technical inquiries for customers and local sales team.
  • Build strong relationships with healthcare providers, including physicians, nurses, and administrative staff.
  • Provide ongoing support and troubleshooting assistance to patients.
  • Promote the highest levels of customer satisfaction through timely response of customer inquiries, clear and effective communications, and professional appearances.
  • Follow all internal communication and documentation policies (QA).
  • Attend annual trainings as required.
Requirements
  • Effective interpersonal and communication skills (written/verbal).
  • Ability to interact effectively with customers and end-users from different cultures and geographies.
  • Proven ability to work under pressure and successfully handle multiple priorities while promoting a friendly and engaging work environment.
  • Good problem-solving and assessment capabilities, while maintaining a positive relationship with the customer.
  • Independent decision-making required, in order to effectively resolve issues when other staff may not be available (i.e. off hours).
  • Ability to cross-functionally collaborate across Zimmer Biomet business units.
  • Accuracy, attention to detail, and timely follow-through are critical.
  • Demonstrates knowledge and compliance to HIPAA standards as a job requirement.
Preferred Qualifications
  • Bachelor's degree preferred, but experience will be considered in lieu of education.
  • Healthcare or medical device experience preferred.
  • Strong understanding of healthcare industry dynamics.
  • Excellent communication, presentation, and interpersonal skills.
  • Ability to work independently and manage multiple priorities effectively.