Full-time

Job Title

Technical Support Specialist II

Position Summary

The Technical Support Specialist II provides in-depth and complex client support for ICU Medical customers. This role will work across functionally across many areas of ICU Medical and ICU Medical’s clients to attack the most complex issues that affect a broad base of customers.

This role is critical to the attainment of the key performance indicators as well as compliance of call center operations.

Essential Duties & Responsibilities

  • Provides technical and operational direction to health care professionals responsible for the repair and analysis of ICU Medical’s products, including troubleshooting non-functional systems to ensure continuity of service.
  • Identifies, documents, investigates, and resolves the organization’s most complex on-market product issues. These issues frequently affect multiple customers and require cross functional support and / or additional research and reporting to resolve the problem.
  • Position will document these complex issues and solutions in a support tracking system which includes a knowledge base module to enable streamlined handling by Client Solution Specialists thus reducing the service impact of these complex incidents over time.
  • Consistently and without fail models the highest levels of support professionalism and be an example to the rest of the Client Solution team.

This includes strong customer facing skills specifically communication, presentation, writing and dealing with difficult customers / situations.

Analyze complex applications and user problems; evaluate and suggest alternative solutions.

Knowledge, Skills & Qualifications

  • Verbal and written skills are critical to the effectiveness of the individual.
  • Strong analytical and problem-solving skills.
  • Excellent collaboration skills and able to work in a team environment.
  • Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously.
  • Business degree augments product knowledge and work experience that allows individual more opportunities within the position and beyond.
  • Excellent communication and presentation skills including the ability to present to senior management.

Education and Experience

  • High School Diploma or GED.
  • Associate Degree preferred.
  • Experience with working in a Customer Call Center environment.
  • 5+ years of Biomedical Equipment service and repair.
  • Experience in at least two of the following key areas below is necessary to meet the objectives of the position :

Biomedical Devices 5+ years

Smart Pump Software / Reports 3-5 Years

Clinical Device Handling 3-5 Years

Minimum Qualifications

Must be at least 18 years of age

Travel Requirements

Typically requires travel less than 5% of the time.

Physical Requirements and Work Environment

  • Work is performed in a general office working environment.
  • Must be able to sit for extended periods of time.
  • Visual and manual dexterity skills required due to prolonged use of computers.
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Technical Support Specialist II

Position Summary

The Technical Support Specialist II provides in-depth and complex client support for ICU Medical customers. This role will work across functionally across many areas of ICU Medical and ICU Medical’s clients to attack the most complex issues that affect a broad base of customers.

This role is critical to the attainment of the key performance indicators as well as compliance of call center operations.

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  • Strong analytical and problem-solving skills.
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Job Shift Day

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