Position Overview

This position will serve as the primary point of contact for existing Outset customers and our field, including clinical users, hospital based users, home users and caregivers, and Outset field based personnel.  You will be responsible for ensuring that these various groups feel valued by Outset by understanding the customer’s needs and their environment to provide technical and clinical support for all Outset products.  You will be expected to drive resolutions to customer challenges and drive the escalation of any issues you are unable to resolve yourself.  Along the way, you will be expected to accurately document all issues via our Salesforce.com database.  You must understand and adhere to processes while making recommendations to improve overall team efficiency and provide a superior level of customer support to drive increased satisfaction.  Prior experience troubleshooting technical products in person or via telephone is crucial, as are strong computer skills.

You will be working closely with Field Service Engineering, Clinical Field Specialists, Sales, Engineering, Finance and Logistics.  You will be the main point of contact for customer issues post-sales and will be the primary problem solver for any issues that customers may encounter.  You will work with the Outset Field Service Engineering team to deliver solutions to our customers. 

You are the first line of defense for our field and will be expected to be both clinical and technical experts.  You will leverage all of the tools available to you to solve customer challenges in real time, enabling treatments to continue and mitigating the need to dispatch Outset Field Service teams.  You’ll be expected to be able to speak the customer language and coach the customer through any needed troubleshooting steps. Your ability to understand their clinical environment and your technical working knowledge of our device will be paramount to your success.

Responsibilities/Functions

• Provides level one technical and clinical support to customers and field personnel including Sales and Service either remote or in a Call Center environment.
• Consults with Outset support staff as required and apply technical knowledge to diagnose problems
• Maintains open communication with local support teams to ensure problem resolution and customer satisfaction.
• Maintains problem ownership & accountability until issues are resolved or handed off to other department. Follows up on problems, identifies recurring issues, process status, and follow through with customer.
• Maintains documentation and detailed reporting via electronic format in Salesforce.com
• Maintains a knowledge base of the products and services available to the customer
• Operates within acceptable parameters and call handling expectations
• Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional and efficient manner.
• Represents Customer Experience interests on cross functional project teams as needed.
• Have a flexible work schedule, including on call hours, weekend rotation and holiday rotation.

Requirements/Qualifications

• Associates degree in business or technical field (preferred) with 1-2 years of technical support experience.  Two or more years of applicable experience may be substituted for the formal education requirement.
• Proven customer service experience in a technical support environment
• Excellent problem solving skills
• Strong verbal and written communication skills
• Friendly, energetic and personable attitude
• Ability to be flexible and adapt to changing business needs
• Medical device experience is a plus

Knowledge, Skills and Abilities:

• Demonstrated technical ability. Ability to comprehend technical issues and read technical manuals
• Possess solid customer service skills. Ability to ensure effective troubleshooting techniques with end users of various levels of technical expertise.
• Excellent communication skills including good grammar, enunciation and listening skills
• Highly motivated to provide superior customer care
• Ability to work in a team environment
• Self-motivated individual with strong work ethic
• Able to work with minimal supervision
• Willingness to extend him/herself beyond the specified workday as required by the situation
• Possess the skill set necessary to document practices and procedures