The Procedural and Technical Support Specialist is responsible for all aspects of Procedural and Technical support. This position will participate actively in onsite training and case support for physicians and technical people in an operating room setting.
Job Title: Procedural and Technical Support Specialist
Department: GNS FHC – Sales and Technical Support in Greenville, PA
Reports To: GNS General ManagerIan Mackin, Director of Customer Support
FLSA Status: Exempt
Prepared by: TRR
Prepared Date: November, 2014
Revised by: Ian Mackin
Revised Date: January 2, 2018
SUMMARY: The Procedural and Technical Support Specialist is responsible for all aspects of Procedural and Technical support. This position will participate actively in onsite training and case support for physicians and technical people in an operating room setting. as well as new Procedural Support personnel. This position requires thorough knowledge of FHC’s clinical and research equipment. This position requires frequent travel (U.S. and outside U.S.) in order toto provide customer service and meet the technical and training needs of FHC’s current and potential customers. Position requires excellent communication skills and the willingness to work a demanding, flexible schedule with frequent extra effort.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.
Provide FHC and other assigned cranial research or clinical manufacturers (clients) with technical case or product support, training, repair services, equipment troubleshooting onsite or over the phone via our 24 hour technical service line.and repair services.
Work with clients sales personnel for demonstrations and product issue resolution.
Provide product analysis and research input to clients marketing functions.
Work on assigned training and product development projects.
Teaching and training of products and systems to hospital personnel and course attendees.
Work with clients personnel in a manner that appears fluid to the customer.
None at this time.
Develop training and teaching material as needed for future GNS courses.
Work with appropriate technology development personnel to develop technical procedural support documents.
Attends and supports sales and technical services at exhibitions, seminars, and other marketing venues.
Maintain a positive attitude and a passion for excellence in customer service and for promoting the well-being of the company, its products and its employees.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Willingness to travel when expected
Excellent communications skillsCommunications skills, written, verbal, and telephone
Computer (PC) literate skills
Ability to communicate effectively in a variety of settings and with a variety of personalities and job positions.
The ability to deal and work effectively within stressful situations
Mechanical aptitude and the ability to work with complex electronic equipment
EDUCATION and/or EXPERIENCE:
Bachelors Degree or equivalent, preferably in Bio or Electronic Engineering or Life Sciences
Fluency in verbal and written English is essential. Additional language verbal/written skills are beneficial but not required.
Logical deductive and analytical reasoning
CERTIFICATES, LICENSES, REGISTRATIONS:
Upon hire employee will be required to complete a minimum of the following:
Vendor certifications specific to hospital requests this may include, but are not limited to security clearance, drug testing, medical clearance, up to date medical and vaccination records, and written testing of operating room protocol.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; and use hands and fingers to handle or feel. The employee is occasionally required to sit; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move more than 25 pounds (up to 75 pounds in some travel situations). Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the professional, smoke-free work environment is usually moderate.