Remote Care Technical Support Technician - Onsite

Title: Remote Care Technical Support Technician - Onsite

Mandatory skills:

Clinical, lab,
MS Word, Excel, Outlook,
Customer service, Calls, Call Support,
Remote Care Technical Support,
business environment, customer issues,
Medical, medical systems, medical environment,
capital equipment systems, human capital utilization,
R&D, Technical Services,
patients, clinics, clinical applications, software support, field services, field service support,
quality standards, quality system, quality actions, complaint handling, failure investigation, trend analysis,
clinical instruction, technical instruction, capital equipment products, regulatory requirements,
Quality Management Systems, QMS, Environmental Management Systems, EMS, Food and Drug Administration, FDA,
Multitask, organizational, schedule, communication, implement, troubleshoot, budget, plan, deploy, design, develop, compliance, email, root cause, repair, problem solving

Description:

The Opportunity:
The Remote Care Technician I Provides technical and applications support for Division capital equipment systems to customers and Division staff. Efficiently and effectively provide troubleshooting to patients, clinics and field services personnel. Ensures human capital utilization is
balanced in the most cost effective manner in accordance with established budgets, policies, procedures and quality standards. Represents Technical Services in areas related to the quality system at product division levels in complaint handling, failure investigation, trend analysis, and tracking of quality actions in compliance with plans. Seeking candidates who will meet and exceed customer expectations by striving for the greatest possible reliability and quality in our products, processes and systems through accountable, competent, and professional support.

Qualified candidate(s) will join the client Remote Care Technical Support team in handling calls from patients and submitting orders for replacement equipment.
Calls must be accurately logged and data accurately entered using prescribed tools and processes.
Calls handled may be incoming or outgoing and proper handling of patient information is critical.
Training and phone mentoring will be provided.

What You ll Work On:
Answers internal and external clinical and technical questions via phone and email.
Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure.
Provide feedback to customer or Division personnel involved.
Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system.
Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost efficient means for resolution.
Determines if and when to deploy field service support and/or equipment to customer location.
Provides clinical applications / software support to customers at the point of care. Assists the customer with clinical / software questions and problems during procedures involving Division capital equipment systems. Records software / application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups.
Designs, develops, and implements content and materials for Technical Services training programs for employees in the Technical Services department.
Participates in the technical and clinical training of new employees. Updates education programs on a continuous basis.
Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during support situations and in classroom situations during regularly scheduled classes.
Documents, updates, and completes all calls in the appropriate call support system.
Sends repair / replacement parts to customers and creates field service work orders when appropriate.
Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of Division capital equipment products.
Support all Company initiatives identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.
Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

Required Qualifications:
Bachelor's Degree ( 16 years) In technical field (emphasis on electrical or hardware engineering preferred).
An equivalent combination of education and work experience

Preferred Qualifications:
Minimum 2 years Clinical or lab experience working with medical systems.
Strong oral, written, and computer (MS Word, Excel, Outlook) skills.
Customer service experience in a medical environment.
Superior customer experience a must.
Can do attitude a must.
Experience working in a broader enterprise/cross-division business unit model preferred.
Ability to work in a highly matrixed and geographically diverse business environment.
Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
Ability to leverage and/or engage others to accomplish projects.
Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
Multitasks, prioritizes and meets deadlines in timely manner.
Strong organizational and follow-up skills, as well as attention to detail.
Ability to maintain regular and predictable attendance.
Regularly scheduled overtime is a requirement of this position

Spanish speaking preferred.
Medical background preferred.
Candidates must have strong attention to detail, be able to exercise patience while working with patients/customers, multi tasking ability, and excellent customer service skills.
Bachelor's preferred.
1-2 years exp or Associates with 3-5 exp will work.
Operational support background (sales/tech support) will work in lieu of medical exp.
Candidates who are flexible, detail oriented, good at multi-tasking, able to succeed in a fast paced environment are highly desirable.
Technical aptitude also highly desirable.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008