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Job Description
Role Summary:
Responsible for providing formal technical & clinical support for customers from the final process of installation, during the training and lifecycle for HCD products.
Essential Responsibilities:
- Responsibilities include providing required pre-sale product demonstrations and post-sale installation, training and/or customer service activities and ongoing customer support, including on site clinical in-servicing and remote support.
- Proactively drive customer engagement as part of the post-sales process
- Develops training plans to fulfill obligations of order that ensures customer competency and high performance
- Collaborate with the delivery of customer training with PM/Service/Sales groups
- Support sales activities in region when needed (congress, demo/visit/presentation, advanced application visit for KOL, etc.)
- Drive realization of revenue thru execution of on-site delivery targets
- Provide consultative support to customers in driving customer productivity through the implementation of customer consultative projects
- Become recognized expert in product/clinical technical competencies; answer a wide range of questions concerning software and clinical applications
- Support market growth initiatives (i.e. industry tradeshows, product demos, image quality collection, and clinical sites)
- Produce well-written post-training reports and product feedback
- Improve customer satisfaction through continuing education on optimization of solutions’ utilization by customer
- Use market and product knowledge to assist sales team in developing sales, marketing and customer service strategies
- Communicate effectively with members of sales/marketing/service team to maximize all sales potential and communicates leads to relevant colleagues
- Generates and maintain customer profiles, including key decision makers
- Ensures knowledge of and compliance with Company policies and quality processes
- Aggressively manage travel budget to goal thru optimization of travel strategies and cost savings
Job Requirements
Qualifications/Requirements:
- Minimum 5 - 8 years of experience in healthcare technology or combination of equivalent related experience and education.
- Education to Bachelor Degree level.
- Knowledge of the strategic and operational issues of project management.
- A clear vision of what determines a successful project for the customer and for the enterprise.
- Knowledge of and competency in project management processes including planning tasks, resource allocation, risk management, time management, financial management, HR management, quality management, monitoring and reporting, documenting and record keeping.
- Adaptability and flexibility to manage deadline pressure, ambiguity and change.
- Strong leadership, organizational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members
- Highly developed business acumen.
- Liaison and consultative skills: negotiating skills within a context of high political sensitivity and conflicting interests.
- Strong writing, mentoring, decision making, communication, and meeting facilitation skills; ability to utilize a combination of formal authority and persuasion skill sets.
- Strong knowledge of GEHC and exceptional knowledge of products and services offered within the modality.
- Ability to energize, develop, and build rapport, collaboration and influence at all levels within an organization. Act as inspirational leader with optimism, highly approachable and humble.
- Ability to operate effectively in a multi-tasking, dynamic environment, while maintaining a forward-thinking and customer-first attitude.
