Job Title: Technical Support Specialist

The following represents some of the main responsibilities of the above position. This list is not in any order of importance and should not be considered an exhaustive list of possible duties of the position. NxStage Medical, Inc. maintains the right to modify this list at any time.

Summary

Under minimal supervision, provides rotating 24-7 technical support on incoming customer calls. Triages the call through attempting remote diagnosis and repair directly with the customer. Elevates critical issues immediately after responding to customer calls. Generates customer feedback reports and communicates issues with the internal organization.

Specific Duties:

• Provides immediate and direct technical telephone support for complex hardware and software capital equipment used in dialysis. Responds to customer inquiries, concerns and complaints ensuring timely resolution and customer satisfaction.
• Serves as direct interface with customers, patients, medical professionals and field service personnel to troubleshoot problems with use of the Companys medical products including instrumentation, software and disposables.
• Documents and codes all customer contact and technical support recommendations into the Salesforce.com database to meet regulatory requirements and to allow for proper follow-up and investigation. Concisely documents problem description and resolution, if appropriate. Individual reports and summary reports to be complete in a timely fashion.
• Highlights trends, indicates comparisons, and offers recommendations for continuous improvement.
• Provides rotating shift-based (daily, overnight, weekend and holiday) support.
• Develops and maintains proficiency with existing and new products by attending product related classes and training sessions.
• Collaborates with various departments regarding customer-related issues and recommendations for improvement.
• Prepares and assists with the preparation of technical information for operator manuals, troubleshooting guidelines, instrument bulletins and presentations for clinical specialists, sales personnel, and new staff.
• Validates need to swap customer units and obtains appropriates approval. Manages shipping process during off business hours with approved sources.
• Other responsibilities as assigned.

Requirements:

• BS degree in Engineering or related. Equivalent experience in lieu of degree will be considered.
• Experience working in a dialysis center either directly with patients and/or dialysis equipment
• Computer/CRM experience and an understanding of the need to accurately document each call and resolution.
• Demonstrated record of attention to detail in following and documenting processes and procedures.
• Minimum of three years of medical device technical customer support experience.
• Exceptional troubleshooting ability and technical expertise in electromechanical medical device products.
• Computer/ERP experience and an understanding of the need to accurately document each call and resolution.
• Proven ability to resolve critical and complex technical issues independently.
• Flexible to work rotating shifts including nights, weekends and holidays.
• Ability to maintain composure in challenging situations.
• Ability to handle multiple responsibilities simultaneously.
• Polished communications, both written and verbal. Ability to maintain a positive attitude when stressed.
• Excellent and proven problem-solving skills; ability to exercise sound judgment when making decisions related to patient care.
• Dedicated commitment to fulfill customer needs and solve problems.
• This job description is not intended to describe all the duties and responsibilities of this position but rather outlines the core responsibilities. NxStage Medical, Inc. maintains the right to modify this list at any time.

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