Customer Support

• Provide technical support and implementation services for Tru-D customers
• Responsible for service of existing devices in support of Tru-D warranty obligations
• Identify, manage, mitigate and escalate service issues(s)
• Execute repairs, troubleshooting and upgrades
• Perform annual preventative maintenance service calls
• Provide training to new and existing accounts on Tru-D device operation and use of accompanying software
• Develop and maintain strong relationships with customers to ensure high customer satisfaction and program effectiveness
• Act as a point of contact for all customer, product-related inquiries and work collaboratively with each department to address issues that may arise
• Monitor client performance with the use of internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs) and reports to drive utilization
• Support quality investigations to determine root cause, assess customer needs and supply solutions to the customer to improve their program
• Support the implementation of new devices with uncrating, inspection, testing and demos
• Support sales presentations, demos and trade shows as needed
• Maintain accurate records and communication of Tru-D’s customer relationship and needs in Salesforce.com and other Tru-D internal management tools
• Maintain service tools and inventory
• Travel to multiple hospital facilities within the territory, adjusting travel as needed by customers,
• Up to 80% of overnight travel may be required
• Work schedule may vary to support second and third shift training
• Included in rotation for on-call support of our 24-hour hotline

Support Specialist

Support Engineer

• Oversee the Tru-D Support Specialist (“TSS”) team and Technical Support Managers
• Act as the liaison between the Tru-D Sales Team, TSS team, Operations, R&D and customers
• Equip the TSS team with adequate tools and training for customer device uptime and maintenance
• Set strategic objectives for technical support organization
• Hire, onboard, and coach technical support team
• Establish warehouse repair program with adequate processes, tools and resources
• Model exceptional service to customers and serve as point of escalation
• Balance and optimize team workload
• Drive initiatives to maximize customer uptime
• Travel with TSS team to provide training, coaching and assist with case coverage
• Enter and investigate customer complaints
• Work closely with Contracts team for Service Agreement sales

Senior Manager, Technical Support

Outside Sales

• Achieves all target goals for the territory
• Meet monthly, quarterly, and annual sales quotas established by company
• Demonstrate competency in selling the full portfolio of products
• Cultivates relationships with distributors, IDN and acute care entities
• Manage sales and marketing activity with the assigned Integrated Delivery Networks (IDN’s)
• Establish and build relationships with key distribution and group purchasing organizations sales representatives and management
• Partners internally with cross-functional leaders
• Works in conjunction with Medical Science Liaisons (MSL’s)
• Reporting and analysis of pertinent sales results
• Documents sales activity in a timely manner through Salesforce.com
• Maintain profiles of all current and prospective customers
• Prepare and deliver on-time reports including sales forecasts, monthly reports, expense reports, problem solving reports
• Timely and successful completion of all education modules and webinars on PDI University
• Attend and participate at local strategic partners chapter meetings (APIC, AVA, EVS)

Support Specialist

Senior Manager, Technical Support

Territory Sales Manager